Ticket answers create long thread - how to "please write above the line"

  • 18 February 2017
  • 9 replies
  • 57 views

Hi. each time customer answers, I'm getting whole nested thread. it takes incredible threads. over and over. how to achieve deafult behavior to cut all text below answer. just like other helpdesks do with "please write above the line"?? this is reall annoying, and tickets with 80 answers takes feed longer then facebook timeline... nobody can read this, search for desired information.
why all your replies cannot cut it?

Tomek

hemanth.ramya 9 months ago

Hello Everyone,

 

Ideally the Remove Quoted Text app would automatically remove the quoted text from the agent reply in Freshdesk. Do try out the app and in case you face any issues, please let us know to help you out accordingly.

@kermit01, can you please let us know which three dots are you referring to? Please note that to remove the quoted text manually from the reply editor, you would need to press the ‘x’ mark and that should help removing it. 

 

Thank you,

Freshdesk Community Team

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9 replies

Userlevel 1





Hi,




We've introduced an option to remove the Quoted text from the email that gets sent to the users.Only when the user responds to the email that carries the history ( expands it and then replies ) , it would show up in Freshdesk as expanded text with the whole of the ticket history in a single note.




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).


 


 


image








please come with a proper solution and make it possible to don't add the quoted text automaticly OR make a function to cut the text below a specific line!


If I want to delete specific text, I click on the three dots and remove the part I do not want. If I want to remove everything I click on the x as shown above. This solution works for us.

 


Please, give us a proper solution. This app isn't working and giving errors and messing up my reply template


Clicking onto the three dots does NOT what it says - remove quotes. Nothing is removed, neither embedded screenshots.

So how to clean up the mess in the tickes to see the relevant answers of the customer at a glance?

Userlevel 5
Badge +8

Hello Everyone,

 

Ideally the Remove Quoted Text app would automatically remove the quoted text from the agent reply in Freshdesk. Do try out the app and in case you face any issues, please let us know to help you out accordingly.

@kermit01, can you please let us know which three dots are you referring to? Please note that to remove the quoted text manually from the reply editor, you would need to press the ‘x’ mark and that should help removing it. 

 

Thank you,

Freshdesk Community Team

@hemanth.ramya: I do not have an X as you see. 

 

@hemanth.ramya Unfortunately I do not see the “Remove Quoted Text” app when searching the apps. “Install” does not install. 

Userlevel 4
Badge +12

Hi @kermit01, thank you for giving this a try. We’ll have a ticket created to help you further on and bring this to resolution. Have a good day!

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