Reopening this Idea as the response was misleading, you currently cannot just configure the Email In functionality to just add a note to an existing call, other emails left in the Inbox will still be processed as a new call. You would need to use Mail Rules to move everything that does not begin with the Call Subject Line (Subject Line the customer gets either sent from the call or an automated IPK Workflow Rule Notification sent on call logging for example) stub for a call created by the vFire System into another Mail Folder for manual processing.
Reopening this Idea as the response was misleading, you currently cannot just configure the Email In functionality to just add a note to an existing call, other emails left in the Inbox will still be processed as a new call. You would need to use Mail Rules to move everything that does not begin with the Call Subject Line (Subject Line the customer gets either sent from the call or an automated IPK Workflow Rule Notification sent on call logging for example) stub for a call created by the vFire System into another Mail Folder for manual processing.
Believe this response is incorrect. We have this option unchecked and our system still raises a call every time it receives an email.