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Comments include full comment history

M
Contributor
When replying to a ticket the previous comments are appended to EVERY comment - This makes the print function practically useless.
Are customers also receiving the full conversion on every comment notification.
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    9 replies

    V
    Contributor
    Yes Marc

    Customers will also get the entire conversations - 4 Threads will be shown in the Reply section.

    We are working on some enhancement to address this

    regards
    Vijay
    E
    Apprentice
    • ed
    • Apprentice
    • 1 reply
    • August 31, 2012
    Is there a way to get round this by customising the email notifications?  It doesn't look too good like this!  (Or is the enhancement nearly live?)

    Also, is there a list of what's available in the tokens - i.e. it uses {{comment.body}} but I assume there may be some other parameters than we can get at instead of using the body.

    Thanks,
    Ed
    S
    Contributor

    I can see that this is still a problem. Do you have any more information on what your enhancement is? Thanks!

    annapoorna.venketaraman
    Skilled Expert
    Forum|alt.badge.img+8

    Hey Staffan,


    Thank you for writing to us here. 


    Can you please shoot us an email at support (at) freshdesk (dot) com, so that your issue can be better looked at? 


    Anna

    Head of Community
    A
    Community Debut
    • andrew.govan
    • Community Debut
    • 2 replies
    • August 19, 2013

    Can you please provide an online update for this?


    I would just like the default 'reply' to have no history inserted.


    Thanks

    A
    Contributor

    Hi Andrew, simply you don't want quoted text. Right?

    Other helpdesk systems have the same behaviour, i think that is a good suggestion.

    E
    Contributor
    • eiren.smith
    • Contributor
    • 113 replies
    • June 20, 2017

    I'd like to have an option to not include previous messages in the email sent to our customer when replying to a ticket. Is this an option yet?

    aravind.sundararajan
    Skilled Expert
    Forum|alt.badge.img+12

    Hello All,

    Now you can remove the clutter and send a clean reply to your customers by simply removing the quoted text. The feature is out and live. 

    You simply need to hover on top of the quoted text icon and click on the 'x' or 'Remove quoted text' option (as shown below).

    Inline image 1

    Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
    E
    Contributor
    • eiren.smith
    • Contributor
    • 113 replies
    • August 15, 2017

    Thank you.

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