How to make sure the email responses of ticket appear as an email trail.Issue If you reply to an email sent from an instance, this email will be processed by some inbound email action and the related record will be updated. However, you risk to have the whole mail trail displayed in the comments of the record. You would like to keep only the last comment.ResolutionTo prevent this from happening you can edit the property "Discard everything below this text if found in a body reply", found in the general email properties. You can add the String that defines an email separation, and you should be able to see only the last email displayed in the record's comments.