Your "Reply Separator Tag" may be any arbitrary string you choose, e.g. "please do not edit below this line" or "mary had a little lamb"
This is the process
- Client opens New Ticket
-- Staff replies to Client, Email to Client contains Reply Separator Tag "-- do not edit --"
--- Client Replies to Staff, possibly quoting the original Staff Reply
---- Client Reply is added to the OSTicket database and appended to the existing ticket thread
all text BELOW the Reply Separator Tag "-- do not edit --" will be stripped from the Client's Message
Pro's:
+ Ticketview remains neatly arranged and accessible for Staff members
Con's:
- In case the Client responds with text below the Separator Tag "-- do not edit --" all relevant text will be removed as well.
- It's ugly.
- might confuse Clients.
*Quote: TODO: figure out how mail clients do it without special tag /include/class.pop3.php, line 238*
Example #1 Client Reply Email (PRO)
Hi Support,
Thanks for Your reply - it's working now.
Original Message from Support:
> -- do not edit --
> Please install the latest drivers
> blah, blah blah
> and 50 more lines of foo and bar
Example #1 turns out to be saved in the OSticket database as
Hi Support,
Thanks for Your reply - it's working now.
Original Message from Support:
>
Example #2 Client Reply Email (CON)
Original Message from Support:
> -- do not edit --
> Please install the latest drivers
> blah, blah blah
> and 50 more lines of foo and bar
Hi Support,
Thanks for Your message it's working now.
Example #2 turns out to be saved in the OSticket database as
Original Message from Support:
>