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I have a customer service implementation where the customer has requested stats on the response time on incoming e-mails. To do this we have to have some kind of link between the incoming and outgoing mail. I found a text field on the e-mail entity named "In reply to message". The problem is that the field is somewhat hidden. I can't add it to views or forms. Does anyone have any idea what this field is used for?
Alternatively I see a field named "Conversation index". Perhaps that can be used to somehow link the two e-mails?
Any input on how to implement this would be most welcome.
Kind regards, Thomas Rath
It's been a really long time since you submitted this question (and possibly had no response). Did you and your team work something out to track the time between emails arriving and sending a response?
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