It would be nice if older messages could be collapsed to a minimum on large threads. Since threads could become quite long, i’ve to scroll quite some to the bottom to see the most recent info.
In addition to this, it would nice if there is an option to sort the message’s/articles from most recent (on-top) to oldest. Instead of having the most recent message always being on the bottom of the ticket.
Related to this it would be nice if only the replied content is shown;
Infos:
Used Zammad version: 3.6
Used Zammad installation source: (source, package, …)
Operating system:
Browser + version:
Expected behavior:
When a user replies via email, I want to see his response only.
Actual behavior:
When a user replies by email, all the content in the email goes into the ticket, not just the user response.
The old content is indeed seen in the ticket as a quote.
Steps to reproduce the behavior:
and related;
opened 07:17AM - 18 Feb 21 UTC
bug
ticket
verified
prioritised by payment
frontend
specification required
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### Infos:
* Used Zammad version: 3.6
* Installation method (source, package, ..): source
* Operating system: Ubuntu
* Database + version: n/a
* Elasticsearch version: n/a
* Browser + version: n/a
* Support Ticket
#10132874, #10136274, #10145369, #10149805
### Expected behavior:
* A customer sends a message. Zammad shows all the crucial details of the message to the agent.
### Actual behavior:
* The “read more” feature kicks in at absolutely arbitrary places. From “scroll two screens wide” to “cut off sentence 2 in a two-sentence mail” we observed all kinds of behaviours.
* This led to all of us missing critical details in some tickets.
### Steps to reproduce the behavior:
* Actually, we have no idea, what Zammad’s algorithm here is.
### Suggested improvements:
* make the “read more” feature more intelligent: Cut off mails at the universally accepted `--` separator, not mid-message. Cut off the greating at the top of the mail, if it is a common phrase.
* auto-collapse quotes in mails and make them expandable one by one. This might make cutting off mails often unnecessary at all.
* change the “read more” button to be much more visible, when the cut-off algorithm determined a cut mid-message (compared to just cutting off the mail footer).
* make the section, that is cut off, more visible, i.e., with a mark in the margin or some rulers or boxes. The current one-line fade to white followed by a small blue text is way too easy to miss.
Yes I'm sure this is a bug and no feature request or a general question.
3 Likes
Like it.
I have a similar request here (May support it with a like):
Some customer use answer to Mail or redirect Mails many times until they arrive here. Also some customer have huge signature in their Mailbody.
Please add a possibility to select mail parts which are not relevant for tickets and collapse them.
[image]
In the attached Image you see a non relevant Mail part highlighted with black.
2 Likes
system
April 26, 2022, 9:17am
3
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