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freescout-helpdesk
History not cleared on a reply by some clients
Hi guys,
Sorry for my late reply. You closed https://github.com/freescout-helpdesk/freescout/issues/883
Here some examples (put in a zip): https://www.dropbox.com/s/1y7eax6y1d8nhm3/mails.zip?dl=0
Hope you guys can find something to fix it. Thanks!
Huy guys,
Still have issues with many clients and not deleting the history in the treads. So multiplying the conversation many times and treads getting super long. I can't imagine not more people have issues with this because these are big email software parties. Helpscout Windows 10 Mail Outlook Hope you guys find the issue, you would make us very happy!
I have updated the Zip with an extra email. Here you can see them apart in Dropbox (eml): https://www.dropbox.com/sh/9vamsqxzwwbb9xz/AADszyDi_Rr8rvC5ZtdJ7yMpa?dl=0
Wish you a great weekend!
We've checked. It seems impossible to separate replies in these emails, as they don't have some specific separator in the their code.
My college that uses helscout (haha, typo for Helpscout) does not have that issue he told me. So somehow they find a solution.
I would say that freescout should add something in the code to recognize it. Like the reply above this line. Is it not possible to find your own text/code to delete it after that?
I do not use the text reply above this line though. But would activate it if that could be a solution.
Thanks for checking 🙏
My college that uses helscout (haha, typo for Helpscout) does not have that issue he told me.
Can you attach an example .eml?
You mean of an helpscout mail that works? i just asked hem once a while ago if he had this issue and said no. So he has no idea what mail is from what client.
What do you exactly want because he does not have the mails. Its a redirect i know. I could send you conversations (eml) with him if that would help.
I would say that freescout should add something in the code to recognize it.
It already adds. It's not about FreeScout, it about another system (in your case HelpScout) to add some reply separator.
We've checked on the new HS account and replies are being properly separated in the FreeScout. Maybe your client has some old HS old account which does not add any reply separators.
That is bummer. I have 2 customers that have this issue so it is not unique. Is HS willing to help when you ask questions or do they hate Freescout? I saw they wanted Freescout to change the design because it was to much the same so i can imagine they are not willing to chat about this.
@freescout-helpdesk Is there anybody that can help with this? Sometimes these mails are getting so big outlook 365 has issues to opening them :-) Well, we think that is causing it. If i had code experience i would love to find a fix but i do not have that...
If this is not possible with outlook 365 thats quit an issue (for me, but i guess in general) I can imagine a 'quick' fix to add the option to send mail-history to none for some users(clients) that have outlook 365 with this issue. So an override of the send mail-history setting per client.
Hi @freescout-helpdesk
Yes the quick fix could be an module. I will ask my developer.
Though not deleting the history in Outlook and still many Helpscout mails is a core problem. And i can't imagin i am the only one having these issues.
Or could it be that i disabled the reply above this line header?
Hi Freescout,
It is possible with a module though a couple hours work to fully implement. At this point the only reason is that you still can't split the mails from Helpscout, Outlook and Windows live mail in my account. So with every reaction i get there mail and my fully history back. This multiplies extreme with more threads.
I can't imagine that not other people have this issue, it's quite big. You are not compatible with the system that you guys copied :-) So is this only me or have more people have this issue?
@freescout-helpdesk
Recommending to close issue as there is not enough detailed source data to review.
Can consider to reopen when we can see (attached inside the GitHub issue, not Dropbox) examples of other software programs and how they are handling this on live conversations.
At current, this discussion is not moving anywhere towards an implementable solution.
