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I’ve encountered some odd behavior that I can’t figure out. The guide on responding to tickets says that to do so via email, “respond above the designated line” to enter a comment.

However, it is often adding the entire email thread to the comment, and sometimes it is not:

 

From this test, it appeared to be cutting off the text when a signature was found, but I had a colleague try the same sign-off and it still printed the entire thread.

What’s the logic this is operating on? There isn’t a visible “designated line” on any of the emails, and the signature behavior is inconsistent.

​@FLafferty 2631eb1 smfcsd Thank you for submitting your question to our community! 😄

My first thought is that the email strip site options: 

It looks like y’all are already have this site option enabled so great start. In that “test 3” email, is that a forwarded message or just a regular reply? 

​@Kathryn Carter 

Both emails were replies. I wasn’t aware of that setting, I assume it is the signature detection, then. I’m curious why the same signature didn’t work for my colleague, but we might have to do further testing to find out.

Any more information on the “designated line” from the KB guide?

​@FLafferty 2631eb1 smfcsd Not that I have been able to find. I think this needs to be submitted to our Support Team so we an get the code looked at to see if there is a specific reason it is inconsistency. 

 

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