When replying to a ticket in Zammad, the email history is removed and the reply editor opens with an empty email body instead of including the previous conversation.
Actual behaviour
When replying to a ticket, the previous email history should be kept in the reply (quoted text), as usual.
Expected behaviour
The email history disappears and the reply starts from a blank email body.
Steps to reproduce the behaviour
Open an existing ticket
Click on Reply
The reply editor opens
The previous email history is missing and the body is empty
Support Ticket
No response
I’m sure this is a bug and no feature request or a general question.
To quote a famous saying in software engineering: it’s not a bug, it’s a feature.
One of our key principles in Zammad is focus on relevant information. Therefore by default a full quote is deactivated in an agent view because through each article (communication between agent and customer) the history is already visible. You can, of course, activate the full quote. The consequence will be a very long ticket.
The quick version for you to find in the agent view of any ticket (when you have admin role). Be aware changing this setting to “yes” will activate it for everyone.
