I have another scenario that I could use some insight with.
From time to time we send out a blanket/automated response to a large batch of open emails that includes a list of FAQs of the trending issues we are seeing for a particular store. In some cases, this blanket response goes out to hundreds of open email tickets. The way this works now is that we instruct the customer to reply to the automated message if their question was not covered in the email FAQ, then we isolate and prioritize these followup responses with a filter in HelpSpot.
Is there another way to trigger the ticket with a single link that says “Click here if this message did not solve your issue”, and by doing so it will tag a custom field that will help us isolate the tickets in our queue, rather than having the customer reply to the message again.
I hope this make sense.
Thanks in advance for any feedback.