Hello!
I did try searching, but I could not find an answer for my specific use case. We are attempting to use Knack as a support ticketing management system and the tickets would be created via a form, an employee creating a ticket on the backend, or (the one I’m having trouble with) when we receive an email in our support inbox.
The goal would be that anytime an email is received in outlook, we use Zapier (or if there is another approach that would be better, I’m all ears) to filter whether this is a new email (in which a new ticket would be created), or if it is a reply to an existing chain (in which the existing ticket would be updated). The ticket should also be assigned to the client, determined by the senders email address.
And then we would manage the ticket within Knack, and ideally trigger an email to the client after the ticket is resolved.
I’m not a stranger to Zapier and I’m getting more comfortable with Knack, but I can’t figure out how to put this into action. Any help would be greatly appreciated!
Thank you!