Remove part of incoming mail
It would be great if it was possible to delete a part of the incoming mail.
We have many senders who have their signature from Outlook at the bottom of the mail they send in. Often, the signature takes up more space in the case than the actual description of the error.
It would be great to define a condition. E.g.
From: "Best Regards"
To: "www.mycompany.com"
and remove / hide all content between
Exampel
-
Also this:
WARNING: The sender of this email could not be validated and may not match the person in the "From" field.
CAUTION: EXTERNAL e-mail. Please think before clicking on any links or attachments.
-
Niclas, to clarify, are these things you want to remove from the email or additional requests?
-
I think we mean the same thing. a function/tool that removes predefined text blocks
That the system can analyze incoming mail, look at the content and delete / hide the parts that are predefined to save space and only show what is important in the ticket
-
It would be great for us if the ticket thread could be removed from an incoming email. My customer service team often emails the sales team, which uses Outlook. Whenever a sales rep replies, their email includes the entire ticket thread. Zendesk the reads this entire email as a new update, so the thread ends up being duplicated.
-
@Nicole: If we get an email to our Support inbox, and forward it to our Zendesk support email, these lines can be included, and they are not necessary to add to the ticket.
To Andrea's point, there is the placeholder {{ticket.comments_formatted}}, and I was looking in the list of "View available placeholders", but that one is not in this list!
Is what Andrea want a placeholder like {{ticket.last_comment}}? -
I am having the same issue as Andrea, is it just the ticket.public_comments_formatted placeholder the way to fix this, or are we stuck with seeing an entire email chain over and over again.
Thanks,
Jason Fouchier
Please sign in to leave a comment.
6 Comments