Customer reply includes quoted agent text

Technical assistance
1
  • Used Zammad version: 6.5.2
  • Used Zammad installation type: docker-compose
  • Operating system: Ubuntu
  • Browser + version: Firefox 143.0.1

Expected behavior:

  • When a customer replies to an email sent by the system in response to an agent’s ticket reply, only the text newly written by the customer should appear in the ticket. The previously quoted text from the agent’s email should not be included.

Actual behavior:

  • When a customer replies to the system’s email, the ticket in Zammad contains both the customer’s new text and the full quoted text of the previous agent email, including signatures and formatting. The quoted content from the agent is not automatically removed.

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Steps to reproduce the behavior:

  1. An agent replies to a customer’s ticket in Zammad.
  2. The system sends an email to the customer with the agent’s response.
  3. The customer replies to that email using their email client (clicking “Reply”).
  4. The reply is received in Zammad.

Observed result: The ticket contains both the customer’s new text and the full quoted text of the previous agent email.

I appreciate any help you can provide.

2

As far as I am aware, this is a normal behavior of the Email channel. Its digesting the message its receive via Email.

Some MUAs have settings to strip the content of the message when the user clicks on Reply. There are also different settings where the quoted message should reside (top, or bottom). It gets quite difficult for the devs to distinguish between the agents initial message and the customers response, as every client handle reply and forward a bit different.