while responding to a client. Currently, the tickets will repeat the entire history, making them very long. The technician can avoid this by using the Reply button at the top rather than the one in the conversation because it contains the conversation history.

@Sebastian Ocampo 

Additionally there is an app “Remove Quoted text” in our marketplace that can be leveraged to remove the quoted text in the replies.

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To avoid including the entire conversation history in each reply when a customer responds to a ticket from their mailbox, you can follow these steps:

1. Modify the email template: Adjust the email template used for customer responses. Remove any code or settings that automatically include the entire conversation history in the email body.

2. Include relevant information only: Instead of sending the entire conversation history, include only the most recent and relevant messages. This ensures that the customer has the necessary context without overwhelming them with unnecessary information.

3. Provide a summary: Begin your reply by summarizing the previous conversation briefly. This will remind the customer of the context and ensure they understand the current state of the ticket. Avoid copying and pasting the entire conversation thread.

4. Use threading or ticketing system: If possible, utilize a threading feature or a ticketing system that organizes customer conversations. These systems keep track of the entire history internally, allowing customers to view the complete conversation if they need to, without cluttering their email replies.

5. Offer a self-service option: Encourage customers to use a self-service option, such as a knowledge base or FAQ page, where they can find answers to commonly asked questions. This can reduce the need for back-and-forth communication and decrease the length of email threads.

By implementing these steps, you can provide a more streamlined and focused experience for your customers, avoiding the repetition of the entire conversation history in each reply.

In my Opinion,

Certainly! When responding to a client's ticket or message, technicians can avoid including the entire conversation history to keep the reply concise. Instead of using the reply button within the conversation, they should use the dedicated Reply button at the top, which excludes the conversation history. By doing so, technicians can provide a more focused and streamlined response. This helps to prevent unnecessarily long tickets and enhances the overall communication experience with clients.