As of now, forwarded replies into Zendesk show up as very long internal notes, with no organization or cleanliness. We would like the ability to customize Agent Workspace enough to be able to move the comment box to the top of the ticket (versus the bottom), and also have replies separated by a dividing line.
Both of these things were built in and by default on previous iterations of Zendesk, so not sure why a feature that was never broken to begin with was removed. This is key to how agents and internal staff read and respond to tickets, including being able to quickly find pertinent information.
On discussions with Zendesk Support, we were told this is not a native feature that can be changed, nor is it something that engineers can non-natively do. Big feature gap.
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