Only include new comments in email responses.
We have the ability for customers to email their responses to a particular ticket. While very handy for them, it is a nightmare for us. Whenever someone replies to a ticket email their message invariably includes the entire ticket history, making even a simple break/fix ticket sometimes 10+ pages long.
Email replies should only attach new comments from either customer or helpdesk.
Chris Cuttriss
shared this idea
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Michael,
There was a new divider line added to the standard email templates in the system. Only text entered above the divider line should be included as a comment on the ticket. If this is not working as expected in 6.3, please contact support and they should be able to assist.
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Michael McNally
commented
The release notes for 6.3 (http://documents.software.dell.com/DOC287212) indicate that this has been implemented. I am running 6.3. It does not work as described. Being able to follow and update tickets without ever logging into the system was one of the features I was really excited about. So disappointed that it doesn't really work.
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Marc
commented
This has also been posted about on IT ninja.
http://www.itninja.com/question/redundant-thread-postings-in-kace-service-desk-replies-from-users
I agree having huge tickets with 75% of it just redundant text. Think of the trees when I have to print a ticket off for a manager.
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Jon Hall
commented
This should be very easy to accomplish. One of our vendors is using a system that uses:
* OPENING SENTENCE: The opening sentence in the body of each e-mail will be: ***Do not write below this line***. Never enter your own text below this line. The system will remove it automatically and your analyst will never see it.
The user just makes their notes above the ***Do not... line, and that's the only text entered into the ticket.