Comebine Email support and kayako suite

[sspirito]

Hi, I am trying to combine email support and the Kayako suite that I am currently testing.
Basically what we want to do is:
1. customers needs to be able to send new cases by email
2. support technicians needs to be able to send replies trough email
3. all replies and history needs to be logged automatically into Kayako
Is it possible?

Point 1 and 2 are not an issue, customers can send new cases via email and technicians can reply to them.
What I don’t understand is if all the replies and history can be logged automatically, I don’t know, maybe a parsing rule is needed?

[Digital Mayhem]

Admin CP > Mail Parser > Insert New Email Queue