Remove old email response and previous thread option when response to a customer

Hi @saeed.

The trigger that sends your public message to the requester is using a placeholder to do so. Zendesk offers several variants here, some only carry the current message, while others include the thread. Look for the variants that include "latest_public_comment" in the comment placeholders here 👉 Zendesk Support placeholders reference.

Thanks @jacob20, this does not work well for what I am looking for.

Hi @saeed

Maybe I misunderstood your issue, could you elaborate a bit?

Hi @jacob20,

sometimes we receive emails from third parties, and in some cases we change the requester email, then send the ticket (email) to another requester (email address)

in this scenario, when we send the ticket to the new requester all email threads will be included and we won't have this, I need only to send my message without any old thread in the same ticket.

I see. I have a couple of ideas on how you could prevent the entire conversation thread from being revealed in your scenario.

1. When an agent toggles the ticket event log on, every public message should show a link that will let them make it private. If they make every public message private, the notifications will no longer include these. This still could be a lot of messages you would want to hide.

2. Alternatively. When the agent switches the requester, they can add a tag to the ticket that will prevent the normal notification trigger from firing, and you could have another notification trigger with a latest comment placeholder for instead.

I'm on my phone ATM but if you would like more details, I can share those at a later time.

Hi @jacob20, 

I have good news, finally, it works well after contacting ZD support, and guided me to the solution.

it was solved after creating a new trigger and all went well.

by including this placeholder:

{{ticket.latest_public_comment_formatted}}

Glad to hear you were able to resolve the issue!👍

Hi @saeed could you share more information regarding the new trigger and the placeholder {{ticket.latest_public_comment_formatted}}.

I am in the same situation as you.