I find this totally necessary as well. Comparing how zendesk and freshdesk handle this critical feature could make me choose one or another. The first remove the right tabulation for the customer, so the emails doesn't have reading problems in large chains where width starts to be a huge problem.
The plugin "remove quote" is not a solution because, as other users already told, it removes important info for the user. Maybe an easy solution and fast to implement is just edit that application to:
- Remove all quote received in the messages FROM the customer, so agent can hold a clean workspace
- Only include the 3 or 4 past quotes in the replies TO customers. So they still has the most recent info but the chain for them is not having problems of tabulations and width...
What do you think? Thanks
4 months ago
We agree with you on the fact that a whole lot of 'open' quoted texts make the ticket messy and also lands up on having the agent perform longer scrolls.
All of the email trails are expected to be encapsulated within the three dot icon at the bottom of the actual email/reply.
It is only on 'Forward' that the last 4 replies are quoted and not more. On a 'reply', the entire conversation is threaded.
There have been quite a few issues (sometime ago) with this threading not being encapsulated within the icon as expected, in specific to multi-lingual email content (emails in any language other then English). Please reach out to your support stars if you seem to face a similar scenario still.