Email header added to comments when replying to a ticket

Question

Hi, we have recently taken out SWSD and wanted to know if theres a way around the email header fields (From / To / Subject) being added to the comments when replying to a ticket email. 
 
 For example, if a tech updates a call the requester receives an email, if the requester replies to the email obviously the email gets attached to the email thread. There is a banner on the attached email saying respnd above line, but above the line includes the email header fields then above that will be the requester email response which all gets captured and added to the comment section ont he call. 
 Thanks,

SPSDude · Answer

Howdy goughy ! 
 I wanted to highlight a couple sections. First is the Email Sections under Setup>Global Settings 
 Next is modifying the Notification templates(only available on Professional Licensing) 
 
 Make sure to check both of those sections, but what you're experiencing may just be normal email behavior. When replying to an email, typically, all of the context of the previous email is attached. Each time the service desk responds though, it will only contain the template of that comment response, so it shouldn't continue to add previous emails over and over again. 
 Let me know if this helps/doesn't help. Thanks!