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Jordan12
Jordan12
July 20, 2023
Question

New simplified email threading quotes dont work as expected

  • July 20, 2023
  • 3 replies
  • 46 views

We are testing out the new simplified email threading in out sandbox and see that the quote functionality in the email template doesn't work very well. I have tried this with both Gmail and outlook web, the behaviour is the same. 

As you can see below, the quote section includes the previous quotes too and it isn't collapsed by default which makes the email look very messy and eventually on large tickets it would be massive. This is only after 3 interactions on the ticket between the agent and requestor. 

 

I dont believe I can move to this with the quote functionality working like this for end users. 

    3 replies

    O
    Oscar20Employee
    Employee
    October 24, 2023
    Hi Jordan,

    This is a known issue that our Product team is aware of. Some email clients' quoted content folding behavior has made this functionality not work as expected as they are unpredictable at times, this has been confirmed by these email clients directly- note that currently, this is a known issue mostly while using Apple Mail, but it should work as expected when using Gmail as we've been able to dig deep into this issue.

    Our suggestion would be to ensure that the conversations view is enabled on the email clients you are testing this in.

    At any rate, our Product team has added this to their pipeline, and while we can't provide an ETA as to when this will be reviewed, we'd recommend you to follow our release notes here.

    Thanks. 
    Jordan12
    Jordan12Author
    October 24, 2023

    Thanks Oscar! 

    Olivier20
    Olivier20
    Newcomer
    November 22, 2023

    I have experienced the same issue, conversations don't collapse in Gmail.

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