Apologies if this has been asked before, but I didn’t find it in the forums yet.
I have a customer who prefers to keep the email thread “on his side”. This means that replying to his mails with HelpSpot IDs in the subject breaks his system. Since he is otherwise a highly-valued customer I do not want to try and force him to do things the HelpSpot way. However, having to merge all his replies is a little time-consuming, and including the issue ID in the body of the mail would not bother him in the least.
I could then use an alternative template for him, simply by using the “external note” template and including the ID only in the body and not the subject line.
BUT: I don’t think HelpSpot scans the body text for IDs, does it?
Or is there any other way around this problem?
I can probably use a UNIX tool to munge the mail and add the ID to the subject line (from the body) after it gets to my mail server but before HelpSpot reads it, but this is a little complicated to say the least!
Any help much appreciated!