reply to the ticket by email- delete the original message

[michalhana99]

Hi,
is it possible to somehow set that if the user responds to the ticket by e-mail, the original message to which he responds is deleted and only the user's response is inserted into the ticket?

Thanks

[Klemen]

If you add %%MESSAGE%% tag to your email template of customer ticket/reply notifications (Admin > Tools > Email templates), Hesk will add "'------ Reply above this line ------" tag to the emails.

Anything below that tag will automatically be removed by Hesk in replies.

Not perfect, but it does remove most of the quoted message.

[michalhana99]

Unfortunately, that doesn't work for me


new_reply_by_customer.txt
Dobrý den,

uživatel právě vložil odpověď na tento dotaz: "%%SUBJECT%%".

Tento dotaz si můžete prohlédnout zde:
%%TRACK_URL%%

Uživatel odpověděl takto
%%MESSAGE%%

The result of the answer:
Test odpovědi, doufám že pod tím nic nebude //this is a response from the customer, the rest is the original email message

Váš požadavek delete email reply s číslem XXXXXXX byl
upraven .

Technik Vám odpověděl následující:
"zkus to ted joudo"

(REMOVED)

[Klemen]

I submitted a test ticket and your new ticket email doesn't include the message.

Edit the template for new_ticket.txt (Customer) Ticket received

[michalhana99]

I sent you a reply via ticket.
Now try to reply by email and the original message from the email will be displayed in the ticket

[pwiebe]

Where do I put the tag %%MESSAGE%% in the email body? At the top?

[Klemen]

Wherever you want the actual message to appear in the email. That tag will be replaced by the actual message someone types into the ticket/reply.