How to copy or CC external emails to an Intercom ticket

Question

Hi, I am looking for help / insights on the following use case. In our business, when a user confirms a purchase through our website, we automatically create a ticket in Intercom for the after sales process.Every user booking with us, will always have a ticket in intercom.Now, when the user confirms a purchase, we send multiple transactional emails to the user about their purchase status, payments status etc.These transactional email’s content is put together in our monolith and then sent via sendgrid.How can I get a copy of these emails on the intercom ticket?Our sales team uses Pipedrive, which offers a unique email per case that we can CC. This email is then correctly attached to the case.Sending our transactional emails through intercom is not an option as we have no plan to move our complex transactional emails over from Sendgrid. Looking forward to any insights.

mateusz.leszkiewicz · Accepted Answer

HiFrederik Schwerdtfege, It’s Mat from the Support Engineering Team 😀You can use our Reply to a Ticket API Endpoint to send those emails to a Ticket thread.To automate this process you can also explore Zapier tool.Please let me know if you have any questions about this 😸

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