Include full conversation history in notifications

You can include the full conversation history and details in ticket response notifications. This makes it easy to review previous discussions and quickly understand the customer's issues.

Enable full conversation history in ticket notifications

To use this feature, you need to enable it in ticket settings.

  1. Go to Settings > Tickets & Workflows > Ticket Preferences.

  2. In Include Full Conversation History In Notifications, select Enabled by default in Ticket Editor.
  3. To make this mandatory, select Required for all Responses. When this option is selected, the feature is turned on by default and cannot be changed in the Ticket Editor.
  4. Click Save to confirm your changes.

If you don't select Required for all Responses, users can turn the full conversation history on or off for each response in the Ticket Editor.

Enable or disable response trimming

Response trimming is supported only when these conditions exist:

  • The template uses HTML format. Plain Text templates don't support trimming, even if you add HTML code.
  • Custom templates include this snippet: 
    <div id="mspmNotificationMarker">
  • Only these templates support trimming:
    • When a technician adds a response to the customer within a ticket
    • When a customer adds response to an existing ticket

Response trimming helps keep notifications manageable. It’s enabled by default. To disable it:

  1. Go to Settings > Tickets & Workflows > Ticket Preferences.

  2. In Response Trimming, select Disable default automatic response removal for incoming email.

  3. Select Save to apply your changes.

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