Sometimes customers will e-mail one of our agents directly. In this case, to round up the latest developments we forward the e-mail to our service desk e-mail. But in this case the whole mail train gets added to the Ticket.
This is not a huge problem, but if we want to keep the ticket clear then we sometimes want to remove part of a reply to a ticket.
While the agents forward the email to the helpdesk, they can remove some portions of the email that they think is not vital. Otherwise, you can also click on the edit option available on the initial message of the conversation to edit the ticket's description.