http://www.cerb4.com/forums/showpost.php?p=5860&postcount=1

I would LOVE this... currently, my tickets are cluttered with irrelevant emails.

I'm still hoping for this feature...!

Still.... ;-)

Jeff has repeatedly mentioned the conflict in terms of regulatory compliance and deleting/editing any correspondence.

I think the way around this issue (to potentially satisfy both sides) might be to be able to mark a ticket message as "deleted" which would actually be more like hiding it. Think of it like a special case of minimise; just the message would be shown differently (e.g. a grey bar instead of Red/Green) so that the helpdesk worker immediately knows not to bother reading that message when trying to review previous correspondence.

Also that message would stay minimised even when 'read all' is used - so you'd need to manually maximise it if you wanted to read it.

I'd be happy with that compromise. As long as irrelevant emails can get flagged, hidden and remain out of the way, then I'm happy.

If you have to worry abuot regulatory compliance and deleting/editing correspondence then Cerb4 has other problems -

One (evil) way to delete an email is to split it into a seperate ticket then delete that ticket. Time consuming and multiple steps - but it does work... bingo compliance problem!

peter

Split has been a good workaround for this. It can always be blocked by the worker permissions system (now) if regulatory compliance is an issue.

i would be also happy to see this feature in future versions of cerberus. we have many junk emails getting into tickets threads (like auto response bots messages, irrelevant chattin, wrong customer responces).

"hide" feature like Damien mentioned could be even greater than delete.
if possible please implement this.

Implemented in 5.3