What does "Sent without history" on a message in the ticket mean?
Updated September 16, 2026
The User who sent that reply chose "No history", so the email went out with only that reply and without the earlier messages quoted below it. Deskhero marks such a reply in the ticket thread with a small crossed-out message icon; hovering it shows "Sent without history". The marker is only visible to your team, so everyone can see what the customer received.
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