Hey guys,

I use Notes in PSA tickets to communicate with end users thus keeping all communication in PSA and out of email/Outlook. My email templates use the reply separator field. However, when the end user replies, I still get the text header information that Outlook inserts above the reply separator. Other email parsing platforms I've used before don't have this issue. I think its because the parser can understand Outlook's reply separator/original message divider. Can you guys address this?

Here is an example of what I see in my replies:

On 9/13/2018 at 8:59 PM, Matt Wilson said:

...However, when the end user replies, I still get the text header information that Outlook inserts above the reply separator...

I can confirm that I get the same behavior in our environment as well. Occasionally, we also get duplicates of the contents as well (see attached) I've redacted any potentially sensitive info.

Perfect example you posted. Its so annoying on every ticket.