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.
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.
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;