When replying to user from a ticket this comment is of course added to the ticket. But when a customer responds via mail to this comment, then the original comment from the agent is added as a new comment (together with the response of the customer) to the ticket. This clutters the ticket information.
Is there an option to only get the customers response added to the ticket, without the email string which contains the original agent comments?
Hope we helped you to resolve this through support. Feel free to reach out if you have any further questions.
Hi, quite often, the previous reply is indeed hidden as quoted text, but also quite often it is not. I would like to understand why that is.
Ideally, the agent’s previous reply should be treated as quoted text which is hidden by default and is visible only when expanded. We would need to check why this is not the case on your account. I will have a ticket raised with our support team who can help with this.