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


#1

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?

Thanks!


#2

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.