Use of breaklines

This article provides useful information about the use of breaklines.

  • Breaklines are used to truncate text in incoming emails. This is useful when emails from the users contain some repeated contents in the form of ticket history.
  • You can edit breaklines from Admin CP > Email Parser > Breaklines.
  • In addition, you need to insert breaklines at the top of your templates. The templates concerned are:
    • email_ticketstaffreplyhtml
    • email_ticketstaffreplytext

If you have multiple template groups, you need to insert breaklines for each one of them.

For detailed instructions on using breaklines, refer to Using Break-Lines to Remove Previous Replies from Incoming Emails.