Automated acknowledgement email

We need an automated acknowledgement email that gets fired off when a ticket is created, and we need to be able to format it and create our own content.

 

Right now, I use a ticket workflow to send an email, but here's the rub: If the client replies to this email it does not update the ticket (it updates the contact). 

 

Maybe the problem would be just as easily solved if there was a token we could drop into the email template that would tell the hubspot system that the reply (or any other email) should be logged against a specific ticket.

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