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Question

Hiding email history in ticket conversation

  • 15 February 2024
  • 2 replies
  • 42 views
N
Rank

During our work with tickets we often get several replies to a topic. 
Is it possible to hide the repeated posting of the previous conversation? With 10 answers and the corresponding replies, viewing the actual text becomes very confusing.

2 replies

Akhash M
Rank
Badge

Hi Norbert,

I understand you're trying to hide the previous replies being copied in the quoted text of the new replies in the ticket thread. We do have an option to remove the quoted text manually in replies sent by agents and the customer will not receive the whole thread. You can make use of the "Remove quoted text app" from our marketplace page.

For reference,
https://www.freshworks.com/apps/remove_quoted_text/

However, we'd not be able to achieve the same in customer's reply as this is completely depends on their mailbox settings which we do not have control over.

Please feel free to drop a note here in case you need further assistance. 

Thank you!

IsabelleFH
Rank

Hi,

 

I’m facing the same issue (as many people regarding the number of questions about the same topic for several years).

 

Why not implement the email delimiter as it’s mentionned here :

 

No response where given to him...and more and more conversations are created about it so, nothing is done ? It’s been 11 years and nothing can be done for enhancing the readability of ticket conversations?

 

Thanks for your help

 

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