Freshservice should allow agents to manually mark a specific line within a ticket reply / message as the point from which the remaining content is to be collapsed behind an Expand option.
A small control could be displayed next to each line or paragraph, displayed on hover. Clicking it defines a manual collapse point with all message content below that point then hidden by default whenever the message is viewed.
Use case
Long email conversations often contain deeply nested reply histories, signatures, disclaimers, and repeated quoted content. This can result in extremely long ticket views, even individual messages where the relevant response occupies only a tiny part of the overall content.
On the one hand, Freshservice does not do a reliable job to detect and collapse these previous replies correctly. On the other, requesters spam ticket systems with long-winded signatures and disclaimers that likewise distract from the ticket as such. As a result, agents often must repeatedly scroll through an incredibly lengthy message history to identify reply details.
Proposed solution
Allow agents to:
- Set a manual collapse pointer at any line within a ticket message
- Collapse everything below that point by default
- Expand the hidden content when needed
- Remove or reposition the pointer if it was set incorrectly
- Persist the pointer at the message for all agents so the same content remains collapsed in future displays
This would provide a practical fallback whenever automatic reply-history detection does not work reliably and would significantly improve the readability of long ticket conversations.
