I created an Email Service Call item but wasn´t capable of inputing a new e-mail by Hand at the Service Call registration form (the Add button is disabled) it only seems to work when I put the email at the Service Call template. What may be missing ?
According to the guide, this feature allowing user to send emails in client to handle Service Calls. If a service call is created or updated by inbound email, user will be able to reply email with Service Desk email. By the way, access to email can be set independently with the access to other items. It means even a user has privilege to manipulate Service Call, he may still not have the privilege to deal with E-Mail Service Call.