I see workarounds, but no built in native solutions. PLEASE - there should be an easy way to take any email and forward it into Freshdesk to have it automatically attached to an existing case. It should not change the email address, it should not notify the customer that a public ticket was sent, it should be able to be marked as private etc...
I'm find with using "shortcuts" to help assign that it's a private note etc... but there is no easy way to have it assign to the existing ticket unless the email is changed - which I don't want to occur. I want to have everything remain the same as the original email.
