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.
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.
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.
This has also been posted about on IT ninja.
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.
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.