Hi, I love the feature to display emails in HTML format as opposed to plain text. However, we have had to turn it off as at the minute, each individual reply from the customer will display the entire thread so far in it if HTML is enabled. This makes a ticket very difficult to navigate if it has a long thread, which most of ours do. I was wondering if you were working on something to keep HTML enabled, but not display the entire thread in each message?
Thank you
Hi KiranK,
Thank you for bringing this up. We’re aware of the issue where each reply in HTML view includes the entire conversation thread, making long tickets difficult to follow.
Our development team has already identified this and it’s currently in the pipeline for improvement. While we don’t have a specific release date yet, we’re working on refining how HTML messages are displayed to make navigation much easier.
We appreciate your patience and feedback — it really helps us prioritize updates like this.
Regards,