{"action":"created","issue":{"url":"https://api.github.com/repos/ivaldi/brimir/issues/216","labels_url":"https://api.github.com/repos/ivaldi/brimir/issues/216/labels{/name}","comments_url":"https://api.github.com/repos/ivaldi/brimir/issues/216/comments","events_url":"https://api.github.com/repos/ivaldi/brimir/issues/216/events","html_url":"https://github.com/ivaldi/brimir/pull/216","id":105688393,"number":216,"title":"New feature: Include conversation in reply emails","user":{"login":"fiedl","id":1679688,"avatar_url":"https://avatars.githubusercontent.com/u/1679688?v=3","gravatar_id":"","url":"https://api.github.com/users/fiedl","html_url":"https://github.com/fiedl","followers_url":"https://api.github.com/users/fiedl/followers","following_url":"https://api.github.com/users/fiedl/following{/other_user}","gists_url":"https://api.github.com/users/fiedl/gists{/gist_id}","starred_url":"https://api.github.com/users/fiedl/starred{/owner}{/repo}","subscriptions_url":"https://api.github.com/users/fiedl/subscriptions","organizations_url":"https://api.github.com/users/fiedl/orgs","repos_url":"https://api.github.com/users/fiedl/repos","events_url":"https://api.github.com/users/fiedl/events{/privacy}","received_events_url":"https://api.github.com/users/fiedl/received_events","type":"User","site_admin":false},"labels":[],"state":"closed","locked":false,"assignee":null,"milestone":null,"comments":7,"created_at":"2015-09-09T21:29:52Z","updated_at":"2015-10-31T17:02:07Z","closed_at":"2015-09-16T16:15:46Z","pull_request":{"url":"https://api.github.com/repos/ivaldi/brimir/pulls/216","html_url":"https://github.com/ivaldi/brimir/pull/216","diff_url":"https://github.com/ivaldi/brimir/pull/216.diff","patch_url":"https://github.com/ivaldi/brimir/pull/216.patch"},"body":"## Overview\r\n\r\n#### When the feature is activated in the global tenant settings …\r\n\r\n![bildschirmfoto 2015-09-09 um 23 09 23](https://cloud.githubusercontent.com/assets/1679688/9774328/037b1860-5748-11e5-8a43-9276d0a3fe04.png)\r\n\r\n#### … the past conversation is included in reply emails sent to the customers:\r\n\r\n![bildschirmfoto 2015-09-09 um 23 11 43](https://cloud.githubusercontent.com/assets/1679688/9774381/6950318e-5748-11e5-88dc-d7cb2d99fc9b.png)\r\n\r\n## Why\r\n\r\nWe had several clients that did not recall several details from previous emails, including their own emails as well as emails by the support team. This conversation feature helps them to browse through the conversation quickly – hopefully reducing the workload of the support team.\r\n\r\n## Who has it\r\n\r\n* I think, *Zendesk* uses this feature.\r\n* *Uservoice* [decided against that feature](http://feedback.uservoice.com/forums/1-general-feedback/suggestions/3059343-display-message-history-on-the-emails-the-customer).\r\n\r\n## Whose replies are included in the conversation\r\n\r\n1. Do **not include internal notes** without recipient.\r\n2. Do not include internal questions to other agents.\r\n3. Do not include internal response from other agents.\r\n4. Include all replies that have the user as recipient.\r\n5. Include all external replies from the user.\r\n6. **Incldue all external replies** from other users, since\r\n   (a.) clients tend to reply from different email addresses, and\r\n   (b.) we often need confirmations from other external staff like\r\n         \"I confirm that you may grant this person admin permissions.\""},"comment":{"url":"https://api.github.com/repos/ivaldi/brimir/issues/comments/152750575","html_url":"https://github.com/ivaldi/brimir/pull/216#issuecomment-152750575","issue_url":"https://api.github.com/repos/ivaldi/brimir/issues/216","id":152750575,"user":{"login":"fiedl","id":1679688,"avatar_url":"https://avatars.githubusercontent.com/u/1679688?v=3","gravatar_id":"","url":"https://api.github.com/users/fiedl","html_url":"https://github.com/fiedl","followers_url":"https://api.github.com/users/fiedl/followers","following_url":"https://api.github.com/users/fiedl/following{/other_user}","gists_url":"https://api.github.com/users/fiedl/gists{/gist_id}","starred_url":"https://api.github.com/users/fiedl/starred{/owner}{/repo}","subscriptions_url":"https://api.github.com/users/fiedl/subscriptions","organizations_url":"https://api.github.com/users/fiedl/orgs","repos_url":"https://api.github.com/users/fiedl/repos","events_url":"https://api.github.com/users/fiedl/events{/privacy}","received_events_url":"https://api.github.com/users/fiedl/received_events","type":"User","site_admin":false},"created_at":"2015-10-31T17:02:07Z","updated_at":"2015-10-31T17:02:07Z","body":"@frenkel : You've [mentioned the fragil detection of old replies](https://github.com/ivaldi/brimir/pull/216#issuecomment-140735885), before, which should be hidden in the conversation view, but without losing information by accident. I've done some experimenting and have maybe come up with a solution to this problem. \r\n\r\n### Problem: Don't lose information\r\n\r\nIndeed, when using the previous solution (just replacing the detected quotations with \"\"), most of the cases were handled very well. But in some cases, for example, when the client answered by writing with another color inside the agent's reply (bad habit!!), this has caused problems, since his answers were removed together with the agent's old reply.\r\n\r\n### Approach: Collapse quotations without removing them\r\n\r\nTherefore, with this new approach (https://github.com/fiedl/brimir/commit/3bdeeb7129ecc7a7a1ce6b6be8f0bc92625c4ec1), we do not remove the quotations, but collapse them via css. This way, the user can always click on **[toggle collapsed content]** and view the collapsed information.\r\n\r\nThis **works in the web browser as well as in emails**, since it's just css, no javascript required.\r\n\r\n### Screenshots: In the browser (tickets#show)\r\n\r\n<img width=\"783\" alt=\"bildschirmfoto 2015-10-31 um 17 46 47\" src=\"https://cloud.githubusercontent.com/assets/1679688/10864765/d4acf1b4-7ff8-11e5-9b76-a195cfe690fd.png\">\r\n\r\n<img width=\"778\" alt=\"bildschirmfoto 2015-10-31 um 17 46 55\" src=\"https://cloud.githubusercontent.com/assets/1679688/10864770/d8f0ed0c-7ff8-11e5-8890-beeca47ac631.png\">\r\n\r\n### Screenshots: In emails\r\n\r\n![bildschirmfoto 2015-10-31 um 17 47 22](https://cloud.githubusercontent.com/assets/1679688/10864771/d908bb8a-7ff8-11e5-9649-44494924d270.png)\r\n![bildschirmfoto 2015-10-31 um 17 47 29](https://cloud.githubusercontent.com/assets/1679688/10864772/d90b3608-7ff8-11e5-87bd-545764776f8e.png)"}}