Understanding email setting

Business Apps Frappe Helpdesk
1

Hi

Hi all, I’m setting up our email flow and need help with three specific requirements:

  1. Ingestion: companysupport@solution.com → New Ticket.

  2. Automation: When a tech updates a ticket, it needs to email the client AND auto-CC a manager.

  3. Filtering: I need to ensure that only replies to the support email (or with a Ticket ID in the subject) get captured. I want to avoid having a technician’s direct/personal emails getting sucked into the helpdesk.

Has anyone set up a workflow like this?