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Case Management Conversation Response Through Email

in Help Desk 1 comment

Summary:

Case Management

Requirement: The advisor should send the investigation report to the department head and other stakeholders for approval, and receive the approval via email.

Issue: We can send emails through the Conversation feature in the case, but when users reply to the email, the conversation does not update in the case.

Question: Is it possible to receive email replies in the conversation so that it updates accordingly? If yes, what steps need to be followed?

If no, is there an alternative solution?

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Version (include the version you are using, if applicable):

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