Antony Ramon

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!