Status
Idea Name
Title
Description
Use case:
Customer has E2CP installed and configured, and has the existing feature "Add Comment from Initial Mail" enabled.
Current behavior:
E2CP places the entire inbound email into two places (Description and adding a Case Comment). This creates duplicate data.
Desired behavior:
Provide an additional configuration option when customers have "Add Comment from Initial Mail" enabled. Choices could be to leave description blank (whoever works the case can fill in), add a truncated version of the original mail (idea being that most relevant info is toward the top of an email), or something else.
Rationale:
1. Customers enabling "Add Comment from Initial Mail" likely signals an intention of the customer to store the mail in the comments. 2. Not having the desired option creates duplicate data, and customers should at least have a choice.
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