Toggle button for viewing customer's replies?

Jordan Capola

When a customer replies to an email from our support channel, their reply includes all the previous replies, making the comment history cluttered. Here's an example from "testy mctester" in which I only want to see the "Try Again" comment. We want to limit having customers make an account and respond via a portal, we would rather make the emailed responses the most accessible way for them.

I've tried using the email regex and automation rules, but there can be issues where we exclude important information like attachments.

Arkadiusz Wroblewski

@Jordan Capola 

There is no separate toggle in the agent view for this.

The relevant setting here is Strip quotes under Email requests. That controls whether Jira Service Management keeps the full quoted email thread or only the latest reply when customers answer by email.

So if the issue is that every customer reply brings back the full history, I would check that setting first.

One thing to watch: this is a site-level email processing setting, not just for one service project.