Ticket Replies - Suppress appending copy of original message?

Question asked by Michael Woffenden - 9/15/2015 at 5:30 AM

Answered

When replying to a ticket, the original message from the requester is appended. Is there any way to prevent this from happening?

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Employee Replied

9/15/2015 at 8:00 AM

Employee Post Marked As Answer

Hello Michael,

You could try setting "Max Messages in Replies" to 0 in Settings -> Configuration -> Tickets

Hope this helps,

Ashley

Antonio King Replied

9/15/2015 at 9:50 AM

Doing this will only have the single reply from customers and us as well? I'm finding that the chains get way too long since everything is appendaged.

User Replied

9/15/2015 at 10:06 AM

This is what the documentation on it says, I think this is what he was looking for:

Max Messages in Replies - The number of previous messages automatically included in the text of a ticket response. By default, ticket replies include the text of three previous messages. All replies to tickets are stored by SmarterTrack, but not all replies necessarily need to be included in each ticket response.

Michael Woffenden Replied

9/15/2015 at 10:50 AM

Perfect solution, thanks for the quick answer!

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