Hi,

Alessius

I have configured the reply separator tag:

When I answer to a ticket via email, my answer is not pasted correctly into the portal.
In the answer is included "From" "To" and "object". Do someone know how to fix this?

Thanks,
Alessio

KevinTheJedi

Alessius

Sounds like your mail client is putting some content above the reply separator tag. Look at the raw email content and see where the reply separator tag is.

Cheers.

Alessius

Hi,
analyzing the email, we saw this:

Do you know any method to delete the starting part of the mail?
Thanks,
Alessio

KevinTheJedi

Alessius

Not at this time, no. Your mail client just simply doesn't work like most.

Cheers.

Alessius

We tried also via web, but it doesn't work anyway.
the problem is that when the email is sent, the indicator tag is in the wrong position.

As you can see it is under thoose email information.

We should have the separator in this position to works right.

KevinTheJedi

Alessius

That’s the mail client. In most mail clients it puts that at the top of the email. You client is adding the header info above that automatically. There is nothing osTicket can do about this.

Cheers.

KevinTheJedi

Alessius

For example, create a Ticket using a Gmail account and reply to that. You'll see that it doesn't add the header information above the reply separator tag.

Cheers.