Hi,
Quick question:
In ERMS do we have a provision to track incoming email if the customer reply misses the tracking text? What I mean is - if the customer by mistake deletes the tracking text and sends a reply, I would like to avoid creation of a service request and link it to existing service request. But the only way to identify this currently is via the tracking text. Any other way that is available or recommended? Or some custom solution that might have worked for someone?
Thanks,
Mohit