Let agents hide certain ticket articles

Feature requests Interesting for future roadmap
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When interacting with a customer, sometimes there is a second service partner in the loop. If this second service partner also uses a ticket system, we end up with a lot of automated answers within a ticket which negatively impacts the overall legibility. I don’t think there is a way to avoid this but I’m open for suggestions.

So, it would be great if agents had an option to mark such automated answers as hidden, or simply collapse them so that they take up only one line of space.

This should not have an impact on security or permissions as any agent or admin could undo the collapsing.

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If you only care about the subject of this mails, you can create an email filter:

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They will appear in the ticket, like automatic replies you’ve done via a trigger. But be careful, you will not be able to read those e-mails anymore. Only the subject will be visible.

Try this in a test environment to check if it fulfils your need.