We have a web application that allows users to email help desk (freshdesk).
Our application gathers useful information about the user that is of interest to the help desk agent, and includes that information in the email that opens the ticket.
For example: user fills out an email help form on our site, and a link to that user's record in our internal admin area gets tacked on to the help ticket email, so when the agent gets the request he can quickly lookup any information he needs.
The problem is... when the agent replies to that ticket - the original email is included in the reply - including the link to our private admin area.
Is there any way to strip out certain areas from replies, so that private information is not shared?