Good day, everyone- I'm trying to create an inbound email action that states that- If a caller responds to an incident (through email or portal), the incident will reopen and let us know. For the most part, I think I have it but I'm running into the issue of anytime the caller responds to a ticket- It posts that "the caller did not feel this was resolved". The other issue I have is that when we go into a ticket that has been reopened, the caller's response is minimized which is causing confusion.
I've attached what I have- which is pretty much default OOB. I have it set to inactive for the moment just to avoid further issues. Would anyone be willing to help me out with this? Is there a better way to set this up? Any help would be greatly appreciated.
Thank you!
