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How to catch emailed responses to support cases?

edited Dec 2, 2019 3:40PM in SuiteCloud / Customization 2 comments

I can't find a way to trigger workflow actions when a customer responds to a support case by email. This is for existing cases, when we've sent a "case created" notification email to the customer and the customer replies by email to that notification and the reply gets attached to the case.

These emails don't seem to trigger anything in a case-based workflow, which makes sense - to pick up these incoming messages using server-side scripts  we used a script deployed to the "Message" record type.

But a workflow based on "Customer message" records doesn't seem to trigger any actions either?

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