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What terms did you try when SEARCHING for a solution: hesk email remove quote

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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?

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.

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.

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.

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?

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