Robert Fyvie

Zendesk needs this feature.

Large emails with historical content shared back & forwards many times is the norm for most business communication. All email client software (or web interfaces) has always known this and offers suitable views and strategies. 

Zendesk as a platform needs to handle seamlessly via email. If entire emails are displayed with no option to collapse or hide duplicated content, the ticket view becomes impractical and unusable. 

Zendesk really needs to fix this. Even a simple toggle option to only display “x lines per post” with an "expand" button per post would provide immediate relief from this. Better or cleverer interfaces and strategies for handling emails could and should be added later.

For now, the lack of ability to properly handle/display large emails severely hampers both the customer and the agent experience. Please Zendesk - add this feature.

All our customers only use email for support and we often have to CC our Zendesk support email so we can catch and log this into tickets. All of them include all previous replies in the email chain. The fact that ZD includes this entire email content in every post effectively makes tickets with many replies unusable for the purposes of analysis with more time spent scrolling than finding content.

Even just a default display mode that collapses all by say 5 lines with a little arrow to expand on each would immediately be a massive improvement and suddenly make the product usable. Cleverer modes could be added later such as some code to compare/match current reply to previous and strip out identical (past) content.  Almost every email app or platform already offer views like this (if they didn't, no one would use email), so this is not new ground.

For such a mature platform as Zendesk to only display entire emails and offer no options to make them practically readable for ticket agents seems absurd.

Please Zendesk - add this feature, even a very simplified v1 of the feature as an option. Our company almost considers the product not fit for purpose without this.