I see where there is a thread on this issue. However, I don't see if there is a plan to resolve the issue.
In the older version of this application it was relatively easy to create images in order to better explain to our customers what we are asking them to and past them directly into response. Many of our customers are International customers and pictures say more than a thousand words sometimes. The Ability to use Rich Text Tool formatting also allows for the ability place emphasis on certain aspects of a response.
When we no longer have these tools our productivity and response times go down.
Why were these features removed.
Other than that I like the way the product identifies tickets.