When emails are sent to the Service Desk via the helpdesk address, the system currently includes unnecessary Outlook metadata and full conversation threads in the ticket comments.
- Scenario 1:
If a user sends an email directly to the helpdesk address, SolarWinds Service Desk includes the Outlook header (e.g., “From,” “Sent,” “To,” “Subject,” etc.) in the body of the ticket description or comment. - Scenario 2:
If a user CCs the helpdesk email address, the system adds the entire email chain as a comment instead of just the most recent message.
As a result, when two users continue CC’ing the helpdesk on replies, the ticket keeps growing with duplicated, redundant email history, rather than appending only the new response.
Impact:
- Tickets quickly become cluttered and difficult to read.
- Agents must scroll through repeated text and headers to find the latest relevant message.
Proposed Enhancement:
- When parsing inbound emails, strip standard Outlook headers from the ticket body and comments.
- If the helpdesk address is CC’d, only extract and append the most recent reply, not the full thread.
- Optionally provide an admin toggle in settings to define how much of the email thread is captured (e.g., “Latest message only,” “Full thread,” “Custom delimiter”).
Benefit: This would significantly improve ticket readability, reduce comment bloat, and ensure that agents focus on the latest actionable communication.
