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Prevent the customers email from being added to the end of the agents reply.

  • 9 July 2021
  • 1 reply
  • 13 views

When we reply to customers their email is added to the end of the agents reply. When the customer replies with their email client set to include the original email, you huge emails returning when there have been a few back and forths, making it hard to find the reply in pages of text.

Now there is a icon on at bottom of the reply window that allows you to display and include the customers email or exclude it by selecting the X that appears when you hover over the icon.

Can’t capture the X when doing a screen print.

What we would like to do is permanently turn off the automatic inclusion of the customer’s email and only include it when selected via the icon.

Regards,

Arie.

For Hind Technology.

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Best answer by hemanth.ramya 9 July 2021, 14:09

Hello Arie,

 

For your requirements, you can make use of Remove Quoted Text appliaction to automatically remove quoted text in the ticket replies sent from Freshdesk. Please note that this app will be applicable across all ticket replies. Feel free to check out the documentation link below to get detailed insights on the same: 

https://www.freshworks.com/apps/freshdesk/remove_quoted_text

 

Cheers,

Freshdesk Community Team

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Userlevel 3

Hello Arie,

 

For your requirements, you can make use of Remove Quoted Text appliaction to automatically remove quoted text in the ticket replies sent from Freshdesk. Please note that this app will be applicable across all ticket replies. Feel free to check out the documentation link below to get detailed insights on the same: 

https://www.freshworks.com/apps/freshdesk/remove_quoted_text

 

Cheers,

Freshdesk Community Team

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