Update thread when replying to a ticket

Service Hub Tickets & Conversations
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1

Hi all,

I’m trying to find out how we can update/remove some of the previous tread when replying to a ticket.

Example:

We are going a bit back and forth with a customer, and to keep the communication shorter and more focused, we would like to highlight some of the previous texts or remove bits of them.

Is this possible?

Thanks for your help

Heidi

2

Hello @HRöken,

Thank you for reaching out to the community!

I have reviewed it and currently, it is not possible to highlight text within a ticket or remove parts of a thread. I recommend voting for the idea I created so you don’t need to take an extra step: The ability to highlight text within tickets. The more people vote, the higher the chances of it being reviewed by our product team and potentially implemented in the future.

Best regards,

Diana