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?
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