Remove part of incoming mail

6 Comentarios

  • Niclas Kårlin

    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.

  • Nicole S.
    Zendesk Community Team

    Niclas, to clarify, are these things you want to remove from the email or additional requests? 

  • Fredrik Rubne

    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

  • Andrea Moore

    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. 

  • Niclas Kårlin

    @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}}?

  • Jason Fouchier

    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.



        Jason Fouchier


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