hide / remove previous replies in conversation(e-mail)

[dfluke]

I'm wondering if there will be a rule in the mail parser to remove previous text from e-mail messages / conversations.

For instance, currently if the customer replies with a quote, all of the previous e-mail is in the ticket/conversation body. It would be nice to have everything like that stripped out since the system already has a history of e-mail messages.

[msmartinwsx]

I'm wondering if there will be a rule in the mail parser to remove previous text from e-mail messages / conversations.

For instance, currently if the customer replies with a quote, all of the previous e-mail is in the ticket/conversation body. It would be nice to have everything like that stripped out since the system already has a history of e-mail messages.
I've also posted asking this - much needed IMHO.

A strip line, or lines could be added and anything under that gets removed.

[jstanden]

Hey guys!

Yeah, I'm with you to a degree.

I agree that we need to support editing past messages on a ticket, where we were always staunchly against this in the past. The big motivator to change our stance here wasn't long blocks of quoted text, though, it's when customers send in sensitive information and you need to scrub it -- credit card information, etc.

As for turning the editing toward stripping long blocks of quoted text -- it's always possible. I abhor the "--reply below this line--" hacks, as you can't really count on anybody to follow instructions.

Some people reply above a quote, some people reply below a quote. Some people, like myself, break up the quote into smaller chunks and reply directly to each excerpt.

Generally our concern here is for people who reply at the top and leave the entire message history quoted below without any breaks. You can help mitigate that by not sending them the entire history of quoted text in your reply either.

But if we assume any amount of redundant quoted text is bad, we could always do something like what Gmail does and just hide quoted text blocks using DHTML (allowing you to expand them in the UI if needed).

The logic behind auto-stripping quoted blocks would just be pretty anecdotal and arbitrary -- meaning there isn't a good 'one-size fits all' solution here for 10,000+ users. ;)

I put my vote in for just hiding the long blocks of text with DHTML like Gmail. But we're always open to suggestions.

[zephquamy]

I'd also vote for hiding the long blocks of text similiar to the way Gmail handles it.

[Dolphyn]

I put my vote in for just hiding the long blocks of text with DHTML like Gmail. But we're always open to suggestions.Sounds good to me!

[jstanden]

Alright! Added to the roadmap:
http://www.wgmdev.com/jira/browse/CHD-219

Should be a quickie.

[stevem]

There ya go. For me, I always thought we were waisting space and it made reading a ticket for an agent difficult to follow.