Michaeltwofish

@Pierre I work with @Michael, thanks for following up. Direct links to comments are more important. Here are a couple of use cases apart from linking to summaries:

* A customer provides specific information that needs to be shared.

* We want to perform a post-mortem on a long ticket, linking to specific events in the timeline. Timelines are especially difficult because all the events are displayed in client time, so they're different for users in different timezones.

* Give agents the ability to link to previous responses. For example in an internal comment it's useful to say "we [previously told Jim we'd do X](link to comment), we still need to do that" or a public comment "I'm following up on [Jane's previous reply]".

I'm sure that everyone requesting this could think of a few more.

We'd also benefit from a sticky, updatable summary feature though, so both would be great. In fact, being able to link to specific comments in a summary would be useful.