Jira service desk change strip/reply marker?

Timothy Harris

So we have a SD project. When stripping quoted text from email replies in the mail handler there is a line and some text hinting that you reply above the line. This is the marker which indicates everything above this is preserved and added as a comment. Everything below is stripped out as previous parts of the thread.

The question  is. Is there a way to change the marker from:

--------------

Reply above this line.

To something custom?

 

Adam S_

I would like to know how to do this as well as we have some users that take that line literally (and reply between that line and the email header). Their message is ignored and we have to go to the support inbox to find out what they wrote and then copy/paste into the comments section of the ticket. Admittedly, this issue is more user training, but it would be better if we could change it to "Do not modify the text below this line when replying".