Some agent responses pull the entire email chain into their response

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  • Matt Burke

    We have issues adding an email to our support domain. Does not show up in list but says already assigned. 


  • Beto
    Zendesk Customer Care

    Hello Matt, thank you for your question!

    If you are referring to the following error message:

    Then this is a very common error. This means that there is a user in your account using the email address that you wish to add. This account was must likely created automatically, when an email from that address was send to Zendesk, thus, creating a ticket as well as a user account.

    Luckily, the solution is quite simple. You must search for that email address here, in the top-right corner of your Support Dashboard:

    And go to the "users" tab in the results. When you find the account, you will need to either change the email address, or remove the account. For more on this, you can consult this article: Best practices for removing agents.

    Once this is done, you should be able to freely use that email address.

    I hope this was helpful!

  • William Sedgwick

    what to do when it is end users that pull the entire email chain in?

  • Dainne Lucena
    Zendesk Customer Care

    Hi William Sedgwick


    If this is due to your Zendesk settings, it's probably because of the ticket placeholder {{ticket.public_comments_formatted}} in your trigger just like in the Support default trigger. That would include all the comments on the ticket. Try changing the trigger placeholder to {{ticket.latest_public_comment_formatted}} instead. That way only the latest comment would be included in the end-user response in the ticket. 

  • William Sedgwick

    hi Dainne Lucena

    i have made this change and it did not help as this changes what we would send out but not what is received 

  • Dane
    Zendesk Engineering
    Hi Labor & Workforce Support,
    If the recommendation of Dainne did not work for you, it only means that the the end-user is sending the original message (entire thread of the email) when they reply. This is outside Zendesk's control as they need to disable that feature on their end.

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