Overview

You can define certain rules for replacing characters in the email body with something else, this is called Content Replacement. This is useful if emails contain certain long strings of repeated characters that can cause problems with the formatting of a call or change record. You can replace certain repeated characters with another word / sentence or remove them completely.

Guidance

Navigate to the Admin Area > Integration & API > Email to Ticket > Content Replacement 

To add a Content Replacement: Click Add Enter the Value you want to replace, its replacement and tick the box to enable the filter Click Save

To edit a Content Replacement: - Tick the box of the item you wish to edit - Click Edit - Make your changes - Click Save

To delete a Content Replacement: - Tick the box of the item you wish to delete - Click Delete - Click OK to confirm the action

Please Note: If you need to use the Content Replacement for words that are incased in brackets e.g. [External] you will need to add it as [][External]

Reviewed: 08 March 2023