Hello everyone,
I have a use case from a client using Freshdesk and would like to confirm whether this behavior is possible.
Requirement:
-
In the ticket view, none of the previous interactions should display quoted text (i.e., hide quoted text across the entire conversation history, not just in the reply editor).
-
When clicking Reply, the editor should also not include the quoted text.
-
However, when the response is sent via email to the customer, the email must still include the quoted text.
Current understanding:
From the documentation, specifically the “Reply without the show-quoted-text link” interface method:
https://developers.freshworks.com/docs/app-sdk/v3.0/support_ticket/front-end-apps/interface-methods/#reply-without-the-show-quoted-text-link-
It explains that:
-
If triggered before opening the reply editor, the quoted text is not shown in the editor.
-
If triggered after opening, the quoted text is removed from the reply sent.
However, this seems to apply only to the reply editor behavior, and not to the existing conversation history displayed in the ticket view.
Also, removing quoted text through this method appears to impact the actual email content sent to the customer, which does not meet the requirement.
Question:
Is there any way to:
-
Hide quoted text from all previous conversations in the ticket UI, and
-
Hide it in the reply editor,
while still preserving the quoted text in the outgoing email?