Title:
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What is your original issue/pain point you want to solve?
Quoting multiple parts of an original message in order to respond to it, and being able to paste this anywhere into the response. -
Which are one or two concrete situations where this problem hurts the most?
We often get tickets that have multiple statements or queries. In order to respond to each point, it would be really helpful if we can simply add a quote to indicate which query one is answering. -
Why is it not solvable with the Zammad standard?
The current way is to highlight a section in the original message and click reply. This automatically pastes this at the top of the response message. But that’s not where one necessarily wants it. We have already started replying and are in the middle of that, and want the quote to slot in there. It also automatically adds the date of the original message, something that is not necessary, especially if you pick 5 or 6 things to quote in succession in the same message.
It effectively means that we have to, after we clicked reply, cut that part and paste it where we want it.
- What is your expectation/what do you want to achieve?
I think highlighting text, clicking “reply”, then going to the response that one is busy with, select where you want it and “paste” would be a more flexible way. It is a something we use a lot and the current way makes it more cumbersome.
If there is any more useful information, feel free to share it all (e.g.: mockup screenshots, if something is UI related, or the API URL/documentation URL for a service you need a connection to).
Your Zammad environment:
- Average concurrent agent count: 3
- Average tickets a day: 50
- What roles/people are involved: support
Anything else which you think is useful to understand your use case:
Thank you and have fun.