KACE Product Support

We have 7 queues with the main one being Helpdesk.  This is where the users enter tickets.  I have the email configured with O365 and it is working fine for this queue.  It is setup to be able to update tickets through email.

 The questions are:

What is best practices for setting up the email configuration for the rest of the queues?

If a user creates a ticket in the Helpdesk queue and receives an email, then the ticket is routed to another queue and they respond to the first email, will it update the ticket?