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Replies by email on Live Helpdesk

We have a dedicated mailbox where all support requests are handled. When a user replies to support emails and does not remove old content you end up with enormous emails containing a lot of old stuff that is duplicated over and over again in the Live Helpdesk module.

I would like to see an option like 'reply above this line' and have Live Helpdesk only use that part in the module 

Mariette Knap Mariette Knap
published 10/12/2017 17:53
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Mandeep Singh
replied 10/12/2017 20:04
There is already a feature in Live Helpdesk that removes the replies from the Email Channel. It's a sophisticated piece of code that has implementation for dozens of email clients in addition to using a generic "reply above this line" (which is actually hidden)

It's likely an issue with a specific mail client or email content. I would recommend opening a support ticket and providing a sample email chain so our development team can further investigate.
Mariette Knap
replied 10/13/2017 06:53
Thanks! I looked in that mailbox and found email was stuck and the scheduled task for Live Helpdesk was failing. It also had Live Helpdesk Mail Process Error messages and after I deleted the offending email that caused the queue to stuck, email flows again and the 'Live Helpdesk Mail Process Error' were created as tickets in the Live Helpdesk module. A bit strange that you get these 'Error' tickets after I deleted the email that causes the problem. I would rather get an error message telling me that I need to fix something instead of getting the error message after I found out the hard way.
The email was sent by a client using Outlook 2016 with Office 365 but the originating IP address was IPv6 and the Outlook client was French. I have the messages of course and in the 'Live Helpdesk Mail Process Error' it was processed also.
I will open a ticket on your site so that you can investigate. I only wish this never happens again, it happened now twice. I have tickets in my system that I received this morning and were stuck for 5 days. Very bad for me.
Mandeep Singh
replied 10/13/2017 06:55
We've recently made many improvements regarding ticket error handling when processing via email channel. Please open a ticket and provide us with your current version of Live Helpdesk so we can further assist. Thanks
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Last Activity 10/13/2017 06:55