It would be really useful to add the 'Insert Ticket Comments' button on a normal ticket reply instead of only including it in the side conversations tool. I really love that feature in side conversations. It would be great to use it in a normal ticket workflow.
- When copying someone else into the email thread, our notification automation only includes the last public comment. We do not want to include the ticket description on every reply, so it would be great to choose what comment the copied user needs to see on their end.
- A team member may add a private note that we want to include in a public reply to a customer.
- You need to reference something the customer said way back in the thread.