this behavior isn’t a bug or some strange… this is a feature.
This function comes from the behavior that nothing entered is wasted when
changing the article-type. Eg. You begin to write a new note to a
ticket (this means you create a new article with type “note”)… And after the first two lines of content written you recognize that you don’t want to write a note but you want write a mail to the customer… than you can easily change the note-type to email and the whole content is now in the email.
When you entered text and click to “reply” this text is reused for the email-content. When you have enabled the “full quote” then this reused content comes to the end of the new answer-email. When this “full quote” is disabled it stands at the top of your new created answer-email.
When you wants to discard your entered text without reusing the written text
for the reply you have to click first on “Discard your unsaved changes” before you click on “reply”.
Hopefully i could bring light into darkness what this feature is for.
thank you for your reply. I did not get an e-mail so I recognized it today.
I understand now in which cases it should help.
At our place the agent did not like the feature because he wrote something internal in the note field. So sometimes it can perhaps lead to unfortunate consequences.