Hello, me and my team are trying to develop some changes on helpdesk in order changes the stage_id of a 'helpdesk.ticket' record.

We are having some hard time trying to capture when a email is sent or received, in order to accomplish this stage change.

Our mainly doubts are what methods can we intercept/overwrite in order to  capture the event of an email being sent to a customer throught a helpdesk.ticket message being sent and then the event of a new email from a existing ticket being received.

Thanks in advance.