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Extract original email


#1

Hi guys

Apologies if this has been asked before, I couldn’t find any references to it.

For auditing purposes, when a customer makes a request to our service desk we need to forward the customer’s original email to a different company, which actions their request.

Forwarding the content of the email, as a ‘quote’ inside Helpspot, is not sufficient. We need to be able to extract the original email, preferably as a *.eml file

Since we can extract both the header and source of the email from the ticket, I imagine all of the data that we need has been saved. But I can’t see a way to do this inside Helpspot. Is this functionality available, and if not where in the database would I look to begin building it?


#2

Hi Sam,

The data isn’t stored in such a way that the true original email can be recovered through the system. All the data is the same, but it’s not the actual original.

Normally though it’s much easier to do this at the mail server level. Just setup the mail server to forward the new emails to them.