How do I remove the full thread from each response?

9 Comments

  • McCabe Tonna
    Community Moderator

    HI Laura,

    In your triggers, swap the placeholders that state {{ticket.public_comments_formatted}} to {{ticket.latest_public_comment_formatted}}

    I believe that will solve your issue.

    Also, I highly recommend testing this before fully rolling this out to your customers. 

    Hope this helps.

    Thanks,

    McCabe

    1
  • Tamara Tankosić

    I am checking to see if this is the only fix to this issue? As it doesn't seem like anyone was sure this would work.

     

    I agree that the thread gets too long and too confusing to read on Zendesk. I wanted to simplify this for our clients but unsure as to how?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Tamara,

    If you use the ticket.latest_public_comment_formatted that should show the most recent response in the ticket. You can check out our placeholder reference for more information on what each placeholder does.

    Hope this helps!

    2
  • Christian Wisseh

    I tried the solution above and it creates a new problem. People receive individual emails for each response. Ideally, it would work like email and the individual responses would stack and form a thread in the email client as well.

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Christian,

    It looks like this is expected behavior and I'm not able to track down an alternative solution for you at this time. It may be possible to format this to look similar to regular emails with some liquid markup, but that's not something we're able to assist with on our end.

    I'll leave this post active in case other users can provide some additional guidance for you.

    Cheers!

    -1
  • Daniël Nieuwendijk

    Christian Wisseh should understand your comment that if you follow the advice given to use ticket.latest_public_comment_formatted, Google doesn't group the separate e-mail messages as one conversation anymore?

    1
  • AJ Hong

    Same question as Daniel

    0
  • Marat Zabelinskiy

    Brett's response works very well for me.  All to/from responses are threaded in Gmail.

    One idea I have is that Christian may have another rule which changes the subject with every response.  That will definitely create a new thread in Gmail.

    1
  • Daniël Nieuwendijk

    Yes. We went ahead with it after testing, and I can confirm that Brett's answer leads to the expected result.

    0

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