We have had several of our customers, that may have several tickets open at once complain that our replies have no context unless they login and look at the whole ticket thread (Which they don’t want to do). They want the previous updates to the ticket to be quoted in the reply. I am aware that this is a per ticket setting by enabling ‘Email - Full Quote’ in the composer settings.
However; this is a per ticket setting that requires admin permissions. This should really just be a global setting, or permission to the composer settings should be assignable to a role without granting full admin access.
OP has a valid core point which is that the option currently requires administrators to have access to tickets. This, technically, is a nono for bigger enterprises and those who want a clean admin account instead of mixed use cases.
While this can be set in the rails console, the UI option is not ideal right of now.
