Hey there. In standard Help Ticketing systems - when an e-mail comes in (to a certain address) I can pick up on it and parse it into Google Sheets just dandy.
So in my app (AppSheet leveraging Google Sheets) I can then assign some extra values and also using a Bot in AppSheet send an e-mail back to the sender “thanks for your inquiry” (you know we get these all the time!).
If the customer REPLIES to the automated e-mail how can I match the incoming mail to the original e-mail already in Google Sheets?
Meaning the subject line may contain (example) “Thanks for your inquiry - Ticket ID 1234” etc.
Perhaps I can search the subject line of the subsequent incoming e-mail and try to match it in Google Sheets (although I don’t quite know how to manage that just yet!).
The idea is that any replies to a Ticket are “threaded” into the Ticket record…
Gosh I hope this makes sense.
Thanks for reading though!