This idea has been merged into another idea. To comment or vote on this idea, please visit R-I-926 Full-Featured Email Client Module.
Because we have added email functionality to Resilient, we tend to receive multiple replies and email threads that contain the same quoted email over and over, nesting with ever-increasing quote indicators ( ">").
1. I'd like Resilient to recognize where quoting of previously received and quoted email verbiage starts, and auto-suppress display of the repeated text. Ideally it would also recognize email signatures and suppress those as well.
2. At the same time, it should recognize when quoted threads such as this are not duplicates of previous ticket entries, and to not strip those as they would generally be expected to be evidence or data intended to be part of the ticket.
3. For threads more than ~10-20 lines long, I would like to see the first ~ 10-20 lines displayed in-line and then the remainder rolled-up and suppressed from display. Just like when reviewing email threads in Gmail, the user would click an arrow to expand the full message / entry, which should be expanded in-line (e.g. not a pop-up window), and without requiring a page reload.
4. Lastly, I would like to see alternating color backgrounds (e.g. white and light gray) for ticket note entries that would serve as visual queues for the start and stop of each entry. This is the same concept of alternating background colors for rows of a spreadsheet as visual queues.