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Email history: only previous mail, not everything

suggested by Unknown User

We've currently configured our SP with the "Include full ticket history in outbound messages to contacts" flag off, as it would produce very long mails.
However, this means that context is sometimes completely lost. It would be nice if we could tell SirPortly to include 1 level of "history" in the ticket (eg: on a reply to a customer: include the update the customer posted, quoted), above or below the answer. 
Is there a way to do this?

Complete We've implemented this suggestion!

Comments (3)

  • I haven't tried this but, if I read it right, there appears to be a way to do this with Ticket Variables.
    You set it up in the template, but it's described better in the documentation of Ticket Updates at

    posted by George G
  • Oh indeed. thanks for the pointer. that should provide me with what I need.

    posted by Unknown User
  • Staff Comment

    We've now added an option to include the last contact update in outbound messages to contacts, this can be enabled from mail templates.

    posted by Dan Q