How do I remove the full thread from each response?

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

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?

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.

@... 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?

Same question as Daniel

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.

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

Hi guys, I'd like to upvote this suggestion.

The workaround mentioned would only create more confusion as it will remove context, without the workaround people would add things up together & figure out what happened when they see all the comments. But it is not the best experience.

What I believe is happening is that when someone is using Outlook/Gmail or an external tool to reply using email instead of the Web form, Zendesk doesn't always recognize where that last comment ended and just adds the thread with it's previous replies into the comment.

Hi everyone,

I've reached out to Zendesk support about a similar issue, and I was redirected here.

Ahmad, when you say in your previous comment right above that "Zendesk doesn't always recognize where that last comment ended and just adds the thread with it's previous replies into the comment.", I actually think Zendesk never recognizes it. Am I the only one feeling that way? I never saw a ticket being reopened without it displaying the Support officer's previous answer.

My issue is:

• I want to send the end-user the entire thread (of public comments only, of course) to the customer each time we reply. That way, the end-user will not have to go check other emails (extremely painful, especially on mobile) to remember what s.he wrote before, or even the Support's previous answers.
• If I do this, then it will be a nightmare in Zendesk, because anytime a customer reopens a ticket, then the entire history will be shown, and it will be a real problem for support officers. If it happens once in a while because the end-user works on an old or poorly coded email client, then fine, but if it happens every time (as it is today in my opinion), then I just can't consider it.

I am really surprised this is not possible today.

Any ideas?

Thanks!