Nina Cullen

This exists just about in every other support system I've used (SalesForce's system, TeamSupport's system, HubSpot, Freshdesk, etc). Is there a reason this basic functionality is not available? 

Currently I'm using the workaround of putting the ticket encoded id into a comment so that people can use it to forward emails coming to them but we often get customers emailing our individual engineers and not responding to the ticket so we just want to loop them back in easily by adding a ticket id, not a ticket encoded id that's in the backend. Please make this work. This is another item that makes me want to look at other support systems for future.