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Helpdesk Inbound and outbound email scenario clarification

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Hi All,

I have few scenarios' listed below. I would like to understand the expected behavior and if it's possible to achieve the expected outcome for each of the scenario's

Scenario 1: Employee creates a ticket through application,receives email confirmation on the ticket being successfully created. Now employee replies back to the acknowledgment email received on ticket confirmation ( here the ticket is still not assigned to the agent)

Expected outcome : The SR should get updated with message sent by employee to the ticket creation acknowledgement email ( support@company.com)

Scenario 2.Agent responds to the employee by sending a message to the employee through the application

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