Ticket HTML View - don't display entire thread in replies

Community Discussion Feature Requests
1

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

2

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,

3

Hi everyone thanks for bringing this up, @KiranK, and kudos to the tawk.to team for already recognizing the issue.

I really like the HTML view feature too it makes messages look cleaner and more readable. But as you said, when each reply includes the entire thread so far, things become a mess in longer conversations. It’s hard to track what’s new vs what’s old.

If I may, here are a few ideas that might help:

  • Only show the latest reply plus maybe the last one or two messages in HTML view by default, with an option to expand the full thread.
  • Use a “Show full conversation” link or “Load more” button inside each reply.
  • Collapse older messages under something like “Earlier messages…” toggle.
  • Remember user preferences: if someone prefers HTML but only partial thread, let them set that as default in settings.

Thanks again for listening, Janice + team looking forward to this getting smoother!

4

Hi @mathewwade012 ,

Thanks so much for the detailed feedback!
I really appreciate the time you took to share your thoughts and suggestions. I’ll make sure to pass this on to our team so they can review and consider it for future updates.

Thanks again for helping us improve tawk.to!