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Hello
I would like to know if the help desk can be used in a non-intrusive way as far as the "customer" is concerned. for example let us say a customer prefers to communicate through email with many colleagues in cc. is it possible to configure an automattion task that creates a request from the email. is it possible that the support desk answers while keeping the email format (ie the customer receives an update through email) with the request being automatically updated?
thanks
Philippe