Emails sent to customers from any of your cases are then sent with a reply-to address pointing to the monitored mailbox and when the customer replies, the contents of their reply along with any attached files are imported back into the original case and the responsible caseworker will be alerted of the new information.
Any other emails received in this mailbox will automatically generate new cases in UsefulFeedback, retaining the original email and its attachments as documents linked to the new case. This provides a convenient mechanism for your staff or document management systems to turn any email received into a case: simply forward it to the monitored mailbox! And to direct emails to a specific team, put the allocated team code in the subject line of the email.
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