Ticket Reply - Own reply repetition

[mwaraitch]

Hi,

1. Customer creates a ticket => Ok.

2. Admin / staff replies the ticket => Ok.

 

3. Customer replies to the point / explanation send by staff / admin => The admin / staff opens the ticket > gets 3 things as under:-

A. Customer's initial ticket as per serial 1 above.

B. Admin / Staff reply already send as per serial 2 above.

C. Customer's new response.

D. An editable reply area with admin / staff reply at serial 2 already mentioned in it. So one has to delete it to write new reply.

 

 

Example:

customer: hello i need help.

Staff: sure, whats the problem.

customer: I forgot password.

Staff opens ticket and finds and editable: "sure, whats the problem." already mentioned in box where he is mention his reply.

Is it a default thing in version Version: 6.3.1

[sentq]

so what you need exactly is for admin/stuff to be able to edit previous reply, this option already exist, or what else you mean?