We're using Service Hub to manage support tickets for our website hosting clients. We have a workflow created that sends a marketing email to the ticket user after 5 days of no response alerting them that we will close their ticket the next day unless we hear back.
More often than not, users reply to that marketing email rather than to the ticket itself (even though the email clearly says not to reply to it).
It would be great if there were a way to do this from the Ticket record or Conversations inbox directly so any replies to the automated email remain in the same email thread as the original ticket.
We could send the email from the shared inbox for the ticketing system, but any replies would open a NEW ticket instead of associating it with the existing one.
