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Under review

Send original email text when creating tickets via email

Pablo Hoffman 4 years ago • updated by Vladimir Mullagaliyev (co-founder) 4 years ago 1
We're using the feature of creating tickets by email and would like to send the original email as part of the initial notification from UserEcho.

Let me give an example to illustrate. Suppose we get an email to support with:

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Subject: Problem X

I'm having problem X and it's driving me crazy.

Thanks,
John
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Then UserEcho would reply with an email (which isn't configurable) like this:

> Dear John,
> Thank you for the message, we'll get back to you as soon as possible!
> Regards, Our Company team.

But there is no reference to the original request other than the subject of the email, we would like for this initial notification from UserEcho to also contain the text of the email ("I'm having problem X..."). Would you consider adding this feature?

Despite the fact that it would be more useful to us, I think it's a generic enough improvement to contain more information/context in the initial notification email, for those who don't want to leave their email client (a common case for clients).