Is it possible to trim the email trail out of replies from the Customer so that when it updates the ticket it only shows the text that they sent, not the text from the email from us. I've tried adding a modifier to the 'Body' in the Mail Monitor to only use text for the start to Before 'From:' (if that makes sense!?) but it fails.
I haven't tried this, but you might be able to store the last message sent out in a field, and use that field value as the following text in the "text before" modifier.
It's actually working fine for me.
I played with it a little bit and I suspect the colon is the culprit.
Try with only "From"
Thank you for this! I removed the colon and it's behaving.
Just curious, how will account for the scenario if "From" is in the response?
Yeah, I had thought of that... I might do it to select the text before our email address which comes just after the 'From'. There will be a random 'From' at the end of the text but it's better than potentially a load of missing text like you mentioned.