Your Zammad environment: Cloud SaaS
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Average concurrent agent count: 40
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Average tickets a day: ~ 200
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What roles/people are involved: All
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Used Zammad version: Newest SaaS version
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Used Zammad installation type: (Cloud SaaS)
Not sure if this is the correct forum to discuss this but maybe someone already has a solution for this.
We’re currently using Zammad to answer messages in different marketplaces like eBay and Amazon.
These kind of messages have a reference code in the footer of the mail, which is used to determine the belonging to a customer and message in the messaging system in the marketplaces itself.
So this must be always cited to have customers receive our answers.
Now what we want to avoid is to always cite the whole conversion completely and just cite the reference code from the mail footer in the beginning. Is there any trigger/automatism/other to tell Zammad just to cite this specific line?
Problem is that at an later point when the conversation is too long already, parts of the mail with the reference code could be cropped by Amazon/eBay and then customers don’t receive our answers.
Otherwise this would be extremely helpful as a new feature for readability and that the message is always delivered to the customer.