Create a service mail account, using an alias works best IMO.
The service account then takes a paid seat in QB.
Setup the Notification/Subscription.
In Advanced Options, change the From address to the service account.
When Users reply to the email, the response is sent to the service account, which is a forwarder to the support team.
You have to maintain and update that Alias list otherwise it works.
We also have a link to the ticket in the body that says "Click here to reply" but most Users don't see it.
------------------------------
Jim Harrison
transparency = knowledge + understanding : The Scrum Dudes
------------------------------