I just set up a bunch of cool automations that send out emails to Service Desk customers that give updates on their issues in Service Desk.
Before I enable this, I started thinking like a customer: Before using Automation, most of our customers didn't use the Service Desk portal and created most issues via email request which creates an issue in Service Desk. They also replied to all Service Desk email alerts which creates a new comment in the issue automatically. We are very happy with this functionality as are our clients.
Is there a way to for replies to emails coming from Automation to continue updating the issue in Service Desk? I'd like to use Automation because it is much more flexible in what and when emails get sent out.
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