Question

Because of the text formating in FB that make us lose the formatting of our clients' emails when inserted into FB cases, we reply to our clients directly from our messaging software indicating FB recipient in CC (so each mail exchanged with a client is captured by FB). But, when we reply to a client the history of the discussion always comes below the message itself. Thus each message added in a FB case comes with the complete history of the discussion. Therefore, we have that history in double in our FB cases : each mnessage sent/received regarding a case PLUS in each message an history of all previous messages.

It would be nice if FB could capture only the message itself without the discussion history.

Note : it can happen that a case is created with a mail of a client that already contains a discussion history (for example an internal discussion ended up in a request to our support services). In that case we need to insert the client discussion history from the first email received from the client.

Thanks

Answer 1

Unfortunately, we can't do this. Determining what's quoted and what's not is not an exact science. For this and other reasons, FogBugz always stores the entirety of every message received to prevent data from ever being lost. If the quoted text collapsing isn't working, that is a problem we'd like to hear more about so we can find a way to fix it.