Reply Separator in email templates bug

[Matt Wilson]

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:

[Martin_T]

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.

[Matt Wilson]

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