Sending email, update requests and comments
Hello! I'm trying to use Smartsheet as a service request system for my team (data analysis and database management). End users only access the form, which I've embedded on a SharePoint site. Part of what I am trying to figure out is emailing with end users (who do not have Smartsheet accounts) and having that save to the row.
It seems like sending email from the case doesn't save to a history you can find. Sending update requests (when we need more information, etc.) If I send them an update request, it can allow them to update the comments so that it saves what they say. However, it seems like update requests that are completed don't appear in the row so we can't have the conversation threaded.
It seems like the only way to achieve this workflow is for people using the sheet to write a comment, then paste that into the text of an update request or email.
Am I missing something? Is there an integration I can use for this or something? We are an Office 365 org for what it's worth.