# Settings

### Setting Up Reply Text Removal (Zendesk) <a href="#setting-up-reply-text-removal-zendesk" id="setting-up-reply-text-removal-zendesk"></a>

When responding to customers via Zendesk, your messages may sometimes include internal signatures, system-generated footers, or specific boilerplate text that you don't want the end-customer to see in the final reply.

The **Reply Text Removal** feature allows you to automatically "clean" your outbound messages by stripping out specific phrases before they are sent.

**How it Works**

You can define a list of phrases or snippets of text. Every time a reply is sent from your Zendesk to a connected channel, our system scans the message and removes every exact match found in your list. This applies to both the plain text and the HTML versions of your message.

**Configuration Steps**

<figure><img src="/files/Sf7FluLnvr6PmL6FYD9I" alt=""><figcaption></figcaption></figure>

1. Navigate to your **Helpdesk Settings** and select your **Zendesk** integration.
2. Locate the section labeled **"Text to remove from replies"**.
3. Add the phrases you wish to remove. Common examples include:
   * `Sent from my Zendesk`
   * `-- \n Your Signature Name`
   * `[Internal Note]`
4. **Save** your settings.

**Best Practices & Tips**

* **Exact Matches:** The system removes text based on an exact character match. Ensure your spacing and punctuation are identical to what appears in your Zendesk editor.
* **Case Sensitivity:** Matches are case-sensitive. If you want to remove both "CONFIDENTIAL" and "confidential", add both as separate entries.
* **Signatures:** If your agents have individual signatures, you can add each unique signature line to the list to ensure the final customer response stays clean and professional.
* **Multiple Items:** You can add as many items as needed. They will all be processed sequentially.

**Example**

**Before Removal:**

> "Hi there! We are looking into your order right now.
>
> Best, Support Team
>
> Sent from my Zendesk"

**Configured Removal List:**

* `Sent from my Zendesk`

**Final Message Delivered to Customer:**

> "Hi there! We are looking into your order right now.
>
> Best, Support Team"


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