Settings
Setting Up Reply Text Removal (Zendesk)
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
Navigate to your Helpdesk Settings and select your Zendesk integration.
Locate the section labeled "Text to remove from replies".
Add the phrases you wish to remove. Common examples include:
Sent from my Zendesk-- \n Your Signature Name[Internal Note]
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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