Email separated in response to a ticket

Technical assistance
1

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:

2

Zammad does not come with a “discard old stuff” functionality.
This would be troublesome in some cases where the user answers in old parts which could theoretically cause information loss.

TL;DR: Not possible with Zammad as of now.

3

maybe setting full quote (in the ticket settings) to “no” here would help as workaround here?;

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And then just quote the user response. It might be a bit cumbersome only?

4

@olafbuitelaar hat you are proposing is about an agent response to customer and that’s not the intention.
thanks anyway.

5

ah i see what you mean, you want to filter out just the answer from the customer from the full email.
For example how it’s done in jira=>jemh, which has a set of RegEx’s which try to filter out the history of the message. like so;

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image3364×1368 244 KB

https://thepluginpeople.atlassian.net/wiki/spaces/JEMH/pages/446431241/Use+Project+Mapping+Cleanup+and+Body+Delimiters?preview=%2F446431241%2F446431293%2Fimage2018-7-5_16-18-21.png#UseProjectMappingCleanupandBodyDelimiters-BodyDelimiters

unfortunate email doesn’t provide an protocol for identifying the reply, and the rest of the content.