When responding to tickets, you may want to include the full email conversation history in your reply.
Resolution
You can configure this behavior in two ways:
Standard setting (Full Quote)
- You need admin and agent permissions to change this setting
- Click the Settings button in the top-right corner of the ticket view
- Enable the Full Email Quote option to automatically include the entire email history in new replies
Manual quoting
- In the ticket view, click Forward followed by Reply to include the full email history
- To include only specific parts of the conversation, select the desired text in the original email and click Reply
Prevention
To ensure consistent behavior, set the Full Email Quote option as your default preference in the settings.
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