Delete quoted reply from customer emails

[jweaver]

Script URL: https://sprintswac.tk/support
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Hello,
I enabled the option "Delete quoted reply from customer emails," but when a customer replies to the email, it is still including the entire email chain. Am I doing something wrong, or is something else at play?

[Klemen]

Hesk will look for the $hesklang['EMAIL_HR'] tag (it's in the "/language/text.php" file) in the email.

The default English one is "------ Reply above this line ------"

So, anything below ------ Reply above this line ------ will be stripped in the email reply.

If Hesk doesn't find this line, it doesn't strip anything to make sure no text/response is lost.

[jweaver]

So to clarify, should I be adding that line into the email template? Or should it be there automatically upon enabling that option?

With that option on, that "------ Reply above this line ------" was not present in emails being sent out, which makes sense that it did not strip anything out.

[Klemen]

That tag is only added automatically if the email contains the %%MESSAGE%% tag; in other words, if the email contains the actual ticket/reply message.

Otherwise, it doesn't make much sense to reply to emails as you have to go to the ticket to view and ready the message.

[jweaver]

Ok.

Per the help docs, it says "This function deletes quoted replies from all customer emails before they are converted into a ticket using Email piping or POP3 Fetching."

Would it work via IMAP fetching as well too, or strictly only Email piping and POP3 Fetching?

[Klemen]

It works with IMAP fetching, too, yes. That text needs to be updated, thanks for the heads-up.