Basically, the ZenDesk Email API allowed us to include a few commands at the beginning of an outgoing email (ie. an email from us to a customer) that would specify a few of the ticket parameters.
For example, there doesn't seem to be any way to send an email to a customer using an external email client (eg. Gmail) and automatically create a HubSpot ticket associated with that customer. I have tried CCing and BCCing one of my HubSpot Inbox Channel Forwarding Addresses but the tickets that are generated are associated with the FROM email address (ie. our email address) which is very annoying and time-consuming to constantly manually switch to our customer's email address.
You could automate this using Custom coded workflows. Basically, you would would do the same thing as zenDesk.
you send an email from Gmail with the #commands, and it logs to the contact record *if using the chrome extension* and then you can have a workflow enroll the contact, check if the email body contains any of the email ## and then you can have custom code create the ticket with the fields based on the email.
Let me know if you have operations hub, I can record a video on how to set this up for you.
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