the history of the correspondence duplicate in the ticket

sdudnik

Hi all!
I did a quick search, but I was unable to find anything that dealt with this issue.
All correspondence is duplicated in the ticket. How to fix it?

KevinTheJedi

sdudnik

Make sure you have Strip Quoted Reply turned on. If you already have this enabled then the user simply either malformed their message and removed the reply separator somehow or simply replied to their original email. They really need to respond to the alerts/replies sent from the system for it to work correctly.

Cheers.

sdudnik

KevinTheJedi Thank you for your answer!
I have checked the settings and noticed the field separator tag "-- reply above this line --".

However, some users emails do not include this text and only have a single line.

Can you please provide guidance on how to manage this field and add the "line separator"?

KevinTheJedi

sdudnik

It’s automatically added to every outgoing email from the system. It’s hidden in the email. So the user most likely just hit reply on their original email. In this case there is nothing you can do.

Cheers.