I think it would be beneficial if there was an Event option available in the Workflow Automator regarding an Email being received or an Email being read by Freshservice.
Currently there is nothing available to deal with the scenario that immediately precedes a Ticket being raised or a Reply being received relating to an existing Ticket:
This means if there are scenarios where you don’t even want a Ticket to be generated or updated by an Email you are out of luck.
This can be even more problematic if you choose to have Freshservice ingest Emails directly rather than them be forwarded on from a Mailbox.
