I notice some people when they reply, their email programs reply with the previous replies and previous replies and the previous replies.
It gets very difficult to read in the ticket.
If possible, could you remove everything except their currently reply from their email, and append that to the ticket?
Closed for Voting
Remove unnecessary email response
YESSSSSSSSSS
Im also finding this a real pain in the #$%^#
having to scroll waaay down the page at times to go over things
as the message is threaded in support area would appears there is no need for previous replies
this a real issue that would help a LOT if resolved ASAP
thanks freshdesk you guys rock!
Im also finding this a real pain in the #$%^#
having to scroll waaay down the page at times to go over things
as the message is threaded in support area would appears there is no need for previous replies
this a real issue that would help a LOT if resolved ASAP
thanks freshdesk you guys rock!
This is a real headache
It would be nice if it was like Gmail where it compacts all messages together and only shows the latest reply message.
This would make a huge difference.
Please please freshdesk make this happen.
It would be nice if it was like Gmail where it compacts all messages together and only shows the latest reply message.
This would make a huge difference.
Please please freshdesk make this happen.
I'm in the process of assessing Freshdesk as an alternative to Zendesk. Glad I stumbled across this, it's an essential feature, I forgot how good a feature that is.
The zendesk way of doing things works well I think. Having a line informing the client not to reply below this line, then all text below that line is trimmed. Although we do get occasional times when people ignore this, but it's rare.
Freshdesk please implement this, it's an essential feature!
The zendesk way of doing things works well I think. Having a line informing the client not to reply below this line, then all text below that line is trimmed. Although we do get occasional times when people ignore this, but it's rare.
Freshdesk please implement this, it's an essential feature!
Sorry Guys
We thought this format would be easier, but looking at the mood here, I think we need to improve this a lot :-)
I will surely pass on the feedback and we will address this as soon as possible
Please give us 4-6 weeks time and we will address this
regards
Vijay
We thought this format would be easier, but looking at the mood here, I think we need to improve this a lot :-)
I will surely pass on the feedback and we will address this as soon as possible
Please give us 4-6 weeks time and we will address this
regards
Vijay
+1 this is something we definitely need, we are currently using Zendesk; however, we are evaluating Freshdesk as a replacement.
So nothing is done yet - I see Vijays comment from April. If you think its a pain in the @$$ with the replies to replies showing in the emails, just wait until you try to print a ticket! We had to run into a meeting with a customer and printing the ticket with only 8 conversations in the ticket. 32 pages!!!! absolutely unreadable and useless as the same conversation is repeated every time. How bloody stupid. We have had to create a company policy NOT to use the available print function. Not only is it unusable but we probably went through 4 or 5 trees of paper!
Come on and get this one fixed guys.
Come on and get this one fixed guys.
I agree,
We have many customers who are not IT literate and will frequently send us a support request as a reply to a previous request, resulting in splitting tickets and having to edit out conversations from previous tickets.
A GMail style would be quite acceptable
+8Hello everyone,
First off, apologies for leaving this thread hanging for a long time now.
Please note that we have already fixed the issues that were there with printing the tickets and works without any hassle now.
I assure you that we are also working on a new format that handles the quoted text in a much better way and expect to push it out soon.
Will keep you updated on the progress. Sorry again for not responding earlier.
Thanks,
Annapoorna
This is and absolutely mandatory feature. Signatuire, reply and reply to reply make ticket unusable! And very hard to read!
We need to be able to COLLAPSE these rather than deleting them altogether. Sometimes there is new text buried in the replies and it disappears!
+1 We get a lot of copied logs in the reply, they can be hundreds of pages long.
We really would need a On/Off (flag) to be able to simply disable quoting in replies
We are in the process of evaluating a customer service solution and Freshdesk is one of the 3 finalists.
Do you have an ETA for this "feature" implementation? Because in my view this is a not a feature request, it is a bug. That threaded view is a horrendous choice and, in an age where a lot of the users write the entire content of the email in the subject line, it makes really hard for them to understand what is going on, on top of making us looking outdated.
I am concerned that it has been 3 years (and the last interaction from your staff was over 2 years ago) since someone brought this up to you guys, and yet, nothing has been done about it. Please let me know when you plan to implement it, so we can decide on the migration. Believe or not, this is the only thing standing between us moving to your service.
P.S By the way, you can bet that if there are over 70 votes for this feature, there were at least 700 others that also would like to see it implemented, but didn't bother to comment, considering the age of this request, and your last interaction.
Do you have an ETA for this "feature" implementation? Because in my view this is a not a feature request, it is a bug. That threaded view is a horrendous choice and, in an age where a lot of the users write the entire content of the email in the subject line, it makes really hard for them to understand what is going on, on top of making us looking outdated.
I am concerned that it has been 3 years (and the last interaction from your staff was over 2 years ago) since someone brought this up to you guys, and yet, nothing has been done about it. Please let me know when you plan to implement it, so we can decide on the migration. Believe or not, this is the only thing standing between us moving to your service.
P.S By the way, you can bet that if there are over 70 votes for this feature, there were at least 700 others that also would like to see it implemented, but didn't bother to comment, considering the age of this request, and your last interaction.
I'll agree. The length of tickets gets exorbitantly long and editing would be extremely helpful. We don't need to see everything they quoted. I don't think this any different than editing an original ticket that came in through email.
Also, I would like to be able to delete a customer's reply in the thread. As it stands, I can only forward or split.
This is a lost case guys... it has been 3 years. For a company that provides customer service software for a living, their own customer service for sure sucks.
Is this fixed or what? I am still seeing multiple responses and Quoted test in each reply. It's ridiculous. Where is the toggle to turn off "include quoted text" in replies?
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