We have the need to add emails to existing Helpspot threads. These can arise in two ways:
- We use the helpdesk of our ERP system vendor to receive help for that system. When they respond to us by email we’d like to be able to add that email to our user’s help thread on Helpspot. I had hopes that the email parser tags could be used for this but I don’t see one that can add a mail to an existing thread.
- If a user sends an email to one of the support staff directly, but relating to an existing thread, it would be nice to have an easy way simply to forward this to Helpspot and append it to the existing thread.
Is there a way we can deal with these easily?