Question

If the person replying to a “ticket” is using a mail client such as gmail that reply will show a whole conversation thread when I do @message.body.decoded rather than the text that they typed.

Is there a way to extract just that portion of text?

Answer 1

Generally, the existing replies are formatted with a preceding >. One option is to extract lines that do not begin with that character.

So you look at the email as plain-text, you can extract it. Here is an example:

--f46d0basically0a0unique0id # Marks the start of content for this email
Content-Type: text/plain; charset=ISO-8859-1

Hello foo,

This is a message.

Regards,
Bar

>
> Original response
> is quoted like this
> What in included here 
> depends on mail client
>


--f46d0basically0a0unique0id # Marks the end of content for this email