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Email integration: discussion cc'd to a request record?


Once a request number has been created, is it possible to have an exchange purely in email (with the # embedded in title or body), cc the helpdesk address, and have those emails get appended to the case without going into the web interface?



Yes that will work. When cc’d people are in the conversation as long as they keep the helpdesk email in the loop and keep the request ID {12345} in the subject line HelpSpot will import it and append it.