Collapsible Long Email Conversations in Tickets

[dschipfel]

Current situation

When tickets contain long email conversations, the ticket view can become very difficult to read and navigate. This is especially noticeable when users reply multiple times and entire email chains are included in each response.

As a result:

• Important information is harder to find
• Ticket timelines become unnecessarily long
• More scrolling is required
• New updates can be overlooked within lengthy email content

Suggested improvement

Introduce a collapsible view for long email messages within tickets.

For example, after a configurable number of lines, the email content could be shortened automatically and display a "Show More" link.

Example:

Customer email:

Hello,

We are currently experiencing issues with...

[additional content hidden]

Show More

When clicked:

Customer email:

Hello,

We are currently experiencing issues with...
...
...
(full email content displayed)

Show Less

Possible configuration options

• Enable/disable email collapsing globally
• Define the maximum number of visible lines before collapsing
• Automatically expand the most recent email
• Remember user preference while viewing the ticket
• Collapse quoted email chains automatically

Benefits

• Cleaner ticket timelines
• Better readability
• Faster identification of relevant information
• Reduced scrolling in large tickets
• Improved user experience for agents

Experience from other systems

We have seen a similar implementation in Zammad, where long email conversations are automatically collapsed and can be expanded when needed. In practice, this significantly improves readability and helps agents focus on the most relevant information first, while still allowing access to the complete email history whenever necessary.