We often have email chains between staff in our company (who are 'staff' and light agents), and people outside the company (end users), cc'd in to the chain.
When our Zendesk agents reply, it copies the entire previous chain in with their reply.
This results in us having a ridiculously long email chain, and sometimes its really hard to go back to what the original email was about.
Ideally we would like the email to read like it does on any other normal email, like so:
Person A Comment
Person B Comment
Person A Comment
Is this possible?