Customers replies to emails for a ticket - keeps adding all (R) all previous history

Question

Any ideas on how to stop this from happening?

Happening with one Customer (one person)

I've had several problems with the one customer replying to notes on tickets

Last ticket.

1 - Signature block pics x 2 and WFH table in their emails -  I did have it sorted by able to remove it / hide it  from the reply using a JIRA setting, - it was repeatedly adding these pics as attachments, that I'd have to manually delete especially with the 120 max attachments- it has appeared to have come back.

2 -  The customer appeared to reply to the ticket, (unsure how they replied) I received the update in my outlook- on going to JSM Ito look at the comment further it wasn't in there.

To keep the history of correspondence I clicked on the forward the email, copied and pasted into the ticket as an external note, adding that it was pasted from an email received.

3 - The Customer has since sent a couple of updates to the ticket where all previous email replies are included in the reply.

I've coached the customer to reply via the portal.

Dave_goio7w · Answer

Hi Mark,

Thanks for the advice, I'll check it out tomorrow,

Unfortunately it is one POC I deal with it was several but just one now.

With you having said para 1 -

I know the Customer has to have a word in the Subject line to get an email to the outside world - so it could be that and our Jira created subject line will not have that in it when sent.

My gut feeling is that they could be forwarding an old email again and again with new information each time, which also includes a previous rely.

I've also attempted to get the Customer to log into the portal to raise tickets and add comments etc but it's a little too much for them.

Para 2  their signature block has

Company logo
WFH table Days and Office with pics 
and one other picture

They have all started to re appear in the persons last couple of replies building up to the 120 max attachments.

From memory the Jira Setting I used was to disregard information after the persons name, so if they have started to forward an old email it may miss this info.

Other Customers replies on different projects are functioning as expected.

Once again thank you for taking the time to reply - it has given me information to work with.

Mark Higgins · Answer

Hi @Dave

That's a weird one, given that its a single person?

Just a couple of thinkgs that may help.

1. Are they changing the subject at all when the reply and

2. Are you sure they are replying and not creating a new email, or forwarding the email back?

If their signature, is not behaving like others in the organisation, then sounds like they have an issue on their end. It may look the same, but again, its possible its not.

Hope that helps

Mark