Add original text in support ticket case responses
When you reply to ticket cases, if I have many open, you do not make any reference in the email to which ticket you are replying to (except the case number) so it is very difficult to know what you are responding to, especially if there are many tickets open.
Even in the original email acknowledging the ticket has been opened, there is no reference to the original reason the ticket has been opened.
It would be great if you could add the original text submitted to the email so that that we know what you are responding to. If not, we need to keep some kind of spreadsheet with case numbers and cross reference them to the reason we opened them.
Also, it makes it extremely difficult if we need to ask for an update as now I have various tickets opened, but I do not know which is which.
Please kindly consider this feature.
Lorenz Nickel commented
Yeah, I noticed that today too. You could also add kind of a forum-style, which shows the past messages sent by each side, when you click on responding to an issue again.