Insights & updates from our experts
When the Mail API receives an email, the body of the email becomes a note. Any note that the Mail API generates already started with the To and Cc email addresses of the inbound email. Henceforth, the subject of the inbound email is also displayed. The subject is presented at the very top of the new note.

This is a small first step that is part of a larger initiative that we are working on to make it possible for automation rules to work with the information that is included in the subject of inbound email messages.

How Long Should ITSM Implementation Really Take in 2026?
Most vendors will tell you ITSM implementation takes six months to a year — but modern, configuration-first platforms have rewritten the math entirely. See what real implementations look like in 2026, and why a long rollout is now a choice, not a given.







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