Function to collaps & expand ticket comments in support

Hi all,

We need a function to collapse & expand large ticket comments by demand. 

By default, e.g. only the first 10-20 lines of a comment of the requester or Agent should be visible, the rest should be possible to expand (similar like the function that is already there for emails that get answered from outside towards the ticket system.

As we are in B2B business, our customers often uses our email answers internally to send the emails around in their organization. 

But afterwards, our customer forwards us this conversation flow to our support address.

With using the forwarding function, always the whole big email is visible in one single comment inside the ticket which means a lot of scrolling effort for the agent so understand things that happend in the past….

When this happens a few times in a complicated case, its nearly impossible to follow the situation correctly.

That for, we need the collapse & expand function in the comment section of the agent workspace.

Additionally in the external view for requesters of a ticket this would be the same benefit.

We tried a lot here, even with implementing simplified email threading we don't come further, as its all about the forwarding funktion of emails to our support address….

Thanks for your help.

Stefan