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
Folks!
We agree with you on the fact that a whole lot of 'open' quoted texts make the ticket messy and also lands up on having the agent perform longer scrolls.
All of the email trails are expected to be encapsulated within the three dot icon at the bottom of the actual email/reply.
It is only on 'Forward' that the last 4 replies are quoted and not more. On a 'reply', the entire conversation is threaded.
There have been quite a few issues (sometime ago) with this threading not being encapsulated within the icon as expected, in specific to multi-lingual email content (emails in any language other then English). Please reach out to your support stars if you seem to face a similar scenario still.
We should be able to assist you further on this.
Cheers!
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