PHPJunkyard support forum

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

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.

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)

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

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

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

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.