Updating the incident through Inbound action

[Abishek1998]

The new incident is getting created thorough inbound action but when the user replies to the same mail. The incident is not updating instead it it creating a new one. Provide me with a sample script for better understanding plz.

[swathisarang98 · Accepted solution]

Hi @Abishek1998 ,

You can check the OOTB inbound action to understand how the reply email works 

Inbound action name -> "Update Incident"

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang