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
I all honesty, it's actually better for someone like Anna to just completely ignore a thread and act as if if it doesn't exist. That would play much better than coming on here and embarrasing herself by saying things like "coming soon" or some other bs statement which after over two years is obviously something that's not happening. I'm sure she was given the task to say these things (so this is not a direct hit against her) and provide the feeling that as customers were being listened to, but instead, freshdesk looks like either a bunch of incompetent idiots, or liars. Either way, my $25/month is getting more offensive to me when I am ignored as a customer, or treated like a stupid kid who will believe anything.
Get your act together Freshdesk. Just tell us straight. Here let me help you... "We know what you're asking is absolutely essential, and furthermore, easy to implement, but we don't care. Instead we're just going to send out Anna to make you think we do."
Is that about right?
This is a hard feature to implement, simply because some people reply with their answers in the said quotes. So, for example, if I asked a customer x amount of questions, they may reply with their answers in the quoted text.
We need this toggle AND the ability to edit a customers' responses.
That said, 4 years is an incredibly long time to wait for this feature to be implemented, since it was said it would be.
> This is a hard feature to implement, simply because some people reply with their answers in the said quotes. So, for example, if I asked a customer x amount of questions, they may reply with their answers in the quoted text.
I don't want to remove it automatically, just not removing it manually but have a checkbox to answer my customer removing all old discussions. It's unuseful and makes the ticket dirty
For the record, we use FreshDesk internally for IT support and forbade our colleagues to reply to tickets by email because tickets quicly became unreadble.
It's a pity because replying by email is so quick...
I recall that I have seen somewhere a plugin that removes the quoted text when the the agent replies ( the block that appears when one clicks on '...' inside the reply textarea ). Most probably it was a plugin created by Freshdesk developers and you have to ask them to give you the code, but I might be wrong on this.
This feature would be simple to add to FreshDesk but requires the default email sent out to be edited as follows:
*********** Any Email Response Below This Line will automatically be Removed by the FreshDesk Ticketing System.***********
This would enable email users to update a ticket but maintain the threaded emails that show them the entire ticket. Other Ticketing Systems have used a similar line in the emails sent out but I don't have the exact copypasta handy to paste the example I have seen. Obviously this will not fix previous created tickets but WILL cut down on future reply "spam"
*********** Any Email Response Below This Line will automatically be Removed by the FreshDesk Ticketing System.***********
This would enable email users to update a ticket but maintain the threaded emails that show them the entire ticket. Other Ticketing Systems have used a similar line in the emails sent out but I don't have the exact copypasta handy to paste the example I have seen. Obviously this will not fix previous created tickets but WILL cut down on future reply "spam"
+6Hello All,
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).
We all know about that. All everyone is asking is to have an option somewhere in our account to remove quoted text by default. Not having to click the X every time we reply to a message. I am continuing to use a different helpdesk till i see this feature implemented. Thanks
+1 to Mr. Ingram's request. I would really appreciate an option in settings to remove quoted text by default. I have yet to encounter a time that I needed the entire thread in a reply to a client. So, it get's tedious manually removing quoted text almost a hundred times a day. A setting to remove quoted text by default would be a tremendous time saver for our organization.
5 years and still nothing fixed?? I will definitely stop paying my freshdesk subscription if "please write above the line" will not be implemented till 31th March 2017. hundreds helpdesk require this and you still didnt fix it? really disappointed
Seriously, this is something that should take about 15 minutes to code. Have an option in our account as a checkbox. And then when we reply to a message just check to see if its checked and not include quoted text. I am still not using your software till this happens, I am going to continue to use a competitor
Redmine, Zendesk and other tools are trimming the old text by default? Where is the problem, to code this for fresh desk too?
Wow 6 years! I am just trialing the software now, (use helpscout which is clutter free completely) and my first email from a customer came into FD with 15 previous messages underneath it! Imagine scrolling through that 100 times a day!
Speechless.
We use Zendesk now (trial user of Freshdesk) and so far I prefer the Freshdesk solution to this problem.
It would be perfect if "Remove quoted text" was changed to "Add quoted text". There are times when the quoted text is needed, but 99% of the time it isn't. And not including it should be the default action.
Any progress on automating this function? Or at least make a setting where people can turn this function on or off, without hitting the X button every time >?
> Please note that we have already fixed the issues that were there with printing the tickets and works without any hassle now.
What was fixed exactly?
> 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.
This would be great to have included as an option. Clicking to remove the text is laborious and time consuming, so some auto-running macro or code to trim the content is very necessary here. Other helpdesks do it...
This is just a joke. Such a simple feature to add and it can't be done... Looks like I will continue to use Zendesk.
+12Hello,
We're working on an app that would remove quoted text by default on the ticket replies (on the MINT interface). Keep an eye on our marketplace or follow our release notes to be alerted as soon as the app is up for grabs.
Cheers!
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