Issue symptoms
My agents use Microsoft Outlook. Sometimes when they reply in a ticket, their response pulls the entire email chain into their direct response.
Resolution steps
The reason why some responses from your agents pull the entire email chain in their most recent update is due to the default behavior of their mail provider. Outlook includes by default the original message text when a user replies or forwards their message.
To solve this issue, have your agents change the appearance of the original message to Do not include the original message. Have your agents follow the instructions described in this article from Microsoft Support: Change how the original message appears in replies and forwards.
For more information on other common email issues, see the article: Common email channel problems
6 Comments
We have issues adding an email to our support domain. Does not show up in list but says already assigned.
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!
what to do when it is end users that pull the entire email chain in?
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.
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
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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