I regularly get B2B clients responding to emails with bullet points by answering under each bullet point in red or italics. Luckily they usually mention this in the response so i can open the original mail and copy the contents into the ticket as an internal note. Example of the outbound comment would look like this
- Question one
- Question two
And the inbound response would come through as
See comment below in italics
##- Type your response above this line -##
- Question one: bläblä
- Question two: blöblö
In Zendesk I only see the reaction above the line (See comment below in italics). It would be great if Zendesk could parse the old comments and see if the contents have changed. I would then expect to find the old original comment followed by a new one containing the full contents including their remarks (in this case in italics). It worries me that if they don't mention that changes have been made, their comments may be lost as I don't usually check the original mail.
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