> Yes, in Gmail the previous comments from Zendesk don't seem to be collapsed (when including the {{quoted_content}} tag in the template), which makes the email thread a bit more complicated to follow.

Vladimir Kochkovski Yeah, this is so horrible UX, we had to do what you suggested:

> yo can remove the {{quoted_content}} from the template if possible, so that it doesn't include the previous comments in each email.

The problem is that new people on the email list don't have access to the conversation history.