HelpSpot Help Desk Software | HelpSpot Blog | HelpSpot Support

Removing "Original Message" text from customer replies


Is there a way for the system to remove some text that seems to appear when someone replies to a ticket.

Basically, what seems to be happening is when the customer hits reply, their mail program allows them to enter their reply text, but also adds the following (as an example)

------ Original Message ------
From: “XXXX Orders”
Sent: 04/05/2016 15:35:42
Subject: Re: Tester To Orders - Our Ref: {12405}

So when the reply shows up in the request history, we both get the reply text from the customer, and additionally the above text in the request history, as their email system adds the above text in before the “REPLY ABOVE THIS LINE” tag…

Not sure if its possible to change this, as it would be better if the above text could be taken out, so that the request history from the customer just shows the email content they replied with?


Hi Dave,
If the text getting inserted by the client above the “Reply Above” there isn’t a lot HelpSpot can do to filter that. The reply above line is HelpSpot’s cue to truncate the message body. I think the client would really need to change the behavior of their mail client.