We want the ability to trigger a workflow that creates a ticket from an outbound email, so follow-up responsibility can be routed to a specific team inbox — regardless of whether the contact replies.
Current Behavior:
Workflows cannot create a ticket from an outbound email. Routing follow-up to a team inbox is only possible once a contact responds.
Desired Behavior:
A workflow action should be available to create a ticket at the time an outbound email is sent. That ticket should be routable to a designated team inbox, enabling proactive follow-up without dependency on a customer reply.