We report issues from our web system into the ticket-api. Our customer success then handles these tickets from hubspot ticket service. But the process is not smooth.
When we post ticket emails via the api, that email is viewed as an logged email in the service which the CS-team cant replay on.
What they need to do is to copy paste the initial email into a new email and send that to the customer.
Please make it possible to toggle the replay on logged emails
