Is there a way to select whether or not a previous message is quoted in a
message about to be sent?
We can have some pretty long conversations with some of our customers and
our practice (before implementing RT) was to keep the entire conversation on
each e-mail. With RT, that’s not very practical, as it would just make the
history listing extremely long.
We’d like to select whether we want to quote or not, with the choice maybe
being quoting the message we are replying to.
Is there a way to select whether or not a previous message is quoted in a
message about to be sent?
I’m not quite sure what you’re asking.
You can adjust the templates as appropriate.
You can delete the quoted text from your email.
From the web user interface, if you click the ticket’s reply button,
you don’t even start with quoted text. (in contrast to clicking the
message’s reply button)