Please read up on Configuring the Email Channel to be able to set it up the right way to allow you to achieve your desired end result.
Configuring E-Mail Channels
Configure e-mails as communication channels to support your service organization. E-mail channels can be configured to route service tickets to service agents.
Important tasks
Step 1: Enable Scoping
Enable scoping under Start of the navigation path Service Next navigation step Employee Support Next navigation step Communication Channel - E-Mail End of the navigation path
Under Start of the navigation path Business Configuration Next navigation step Edit Project Scope Next navigation step Questions End of the navigation path, set as In-Scope, the following questions:
Group: E-Mail Integration with Service Request Management for Corporate Accounts : Do you want to support e-mail channels for corporate accounts
Group: E-Mail Integration with Service Request Management for Individual Customers : Do you want to support e-mail channels for individual customers
Group: Maintain Service Requests Automatically from Incoming E-Mails : Do you want to maintain service requests (tickets) automatically from incoming e-mails