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?