When a user replies to an update sent to them from Zendesk, the entire email thread is copied back into the ticket. This makes it extremely difficult to look through the comments as much of the information is repeated more than a couple times depending how much back and forth there is.
Is there a way to only update the ticket with the new information provided by the user?
Hoping there is a way.
Ricardo
Hello Ricardo,
Do you have the delimiter enabled in Admin Center > Channels> Email?
You will have to make sure that the delimiter placeholder is added to the email template so that it won't have the entire email thread.
For reference: Adding and removing the delimiter from email notifications
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