We sometimes get questions about not wanting to attach the entire email conversation in response to a ticket. On our end, we have enabled the option to only send our reply and not attach the entire conversation. However, we cannot set this up for the messages we receive.
If you use Outlook and indeed don't want to send the entire thread along with the message, take a look at this tip:
When you reply to or forward an email message, the original message is included below the new message.
You have the option to exclude the original message, include the original message as an attachment, or change the appearance of the original message by using indention or indention prefixed with a vertical line.
- Click the File tab.
- Click Options.
- Click Mail.
- Under Replies and forwards, for When replying to a message or When forwarding a message choose one of the following options:
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