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When I get a question by mail, I forward it to freshdesk. A new Ticket with correct customer contact is made.

But there is  a "Fwd:" in the subject  line.

And the email system lines of 



------ Weitergeleitete Nachricht ------


Von: XXXXX


An: XXXXXX


Gesendet: 24.09.2018 13:56:15


Betreff: Vxxx


How can I automaticly remove that part?


Don't know of a way to do that automatically. In these cases we edit the ticket manually, but I do then copy/paste that meta-data in a note so that the date/time of the original is not lost. 


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