David Bernheim

If the grey text could be changed to black, it would be much easier to read...

Heather R's solution works for us. But this highlights Zendesk's stubborn resistance to giving this to users as an easy-to-use feature.

If it is so easy to kludge a fix, can Zendesk not justify something similar, using the hundreds and thousands of dollars that we users collectively are paying. We pay for a good tool. Zendesk - when there is an easy fix - please give us this and justify our trust in you.

We too would find this very useful. At present all we can do is copy the text of the email received, add this to a new comment on the existing ticket and prefix lines with "> ". Though this does the minimum required of adding the note to the ticket, it is time-consuming, error-prone and looks amateur to the customer.

I know Zendesk must have many competing enhancement requests, but this is one which would benefit many people and surely must be easy.