Comments Added notification - Limit content

[Kiera Mears]

Hello,

We have 'Comments added' / 'Your ticket has been updated' type notifications that send out the last 3 additional comments into an email to the end user.

I have noticed with this, that in the example that IT Agent adds 1st update to the ticket > User replies to this update by replying via email > IT agent updates ticket again , then because the user replied via email, it has the entire chain and essentially duplicates that 1st update on the ticket making the notification to the end user very messy, and the ticket becomes cluttered very quickly.

Is there a way for the system to somehow know to cut off the chain of the reply, and just add the specific reply from the end user?

Hope that makes sense!

[Mark Manders]

Why would you put the email content into the comments? You can make the email itself part of the journal activity and the content available from there, without putting the text in the comments. 

In case that's not an option, put the updates from the emails into the work notes (they are for internal use, right?). That way the last 3 comments will never include the received emails.
Cutting of the the reply is something you can do, if the other solutions won't work for you, but it depends a bit on how your return emails look (and how they are processed). There is an OOB flow action 'Get Latest Response Text From Email' you could maybe use for this.

[Kiera Mears]

We put the content into the comments so that the user can see what they last said (they often say they don't know what they're replying to/what was last said).  This is more for the benefit of the end users rather than internal, so Work Notes wouldn't work for this.

The OOTB flow sounds perfect. I'll look into this avenue. Thanks!