We've currently configured our SP with the "Include full ticket history in outbound messages to contacts" flag off, as it would produce very long mails.
However, this means that context is sometimes completely lost. It would be nice if we could tell SirPortly to include 1 level of "history" in the ticket (eg: on a reply to a customer: include the update the customer posted, quoted), above or below the answer.
Is there a way to do this?
Complete We've implemented this suggestion!