Email Connector : Email Thread

[stephan]

Hello,

Just wondering is there any way to prevent the entire thread being added to the ticket every time an update is made?

We seeing a massive email thread attached to the ticket and have to go to the bottom of each email exchange to see the latest entry.

Its pretty ugly.


Thanks, Stephan.

[Support Team]

RangerMSP usually extract only the newer text (last reply) to the thread and does not include all previous communications. It's possible that something in the way you get replies from customers (either at theirs or yours mail servers) is displayed and received in a way that RangerMSP fails to parse and identify the last reply from the block of received text (that probably includes the entire previous communication).

You do, however, have control over it using the 'Settings' > 'RangerMSP Email Connector' > 'Reply Identification Rules' Window. This Window lets you manage the Regular Expressions (REGEX) rules used to identify where the new reply ends. Hopefully with some tweaks (like language related) you will be able to resolve this. Note that it follows the standard Regular Expressions rules and the Web is full with information about it so Google may be your fried here :)

Click here to learn more about it.

[stephan]

Is there likely to be an Exchange Connector anytime soon?

[Support Team]

Your data can already resides in Exchange and you can sync with it through Outlook. You can also configure the email connector to connect to your Exchange to pop/send emails. Directly sync with Exchange for contacts etc. is not currently scheduled, you should achieve the same through Outlook. Hope this helps.