End-users might include the entire email chain due to their email settings. If changing Zendesk settings doesn't help, it's likely because the end-user's email client is set to include the original message in replies. This setting needs to be adjusted on the end-user's side, as it's beyond Zendesk's control.
Agent responses may include the entire email chain due to Outlook's default settings. When agents use Microsoft Outlook, it automatically includes the original message text in replies or forwards. To prevent this, agents should adjust their…
If an email address is already assigned, it might be linked to an existing user account. This often happens when an email from that address creates a ticket, automatically generating a user account. To resolve this, search for the email in your…
To include only the latest comment in a Zendesk trigger, modify the placeholder. Instead of using {{ticket.publiccommentsformatted}}, switch to {{ticket.latestpubliccomment_formatted}}. This change ensures that only the most recent comment is…