osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
Emails show message thread
I'm a little surprised that this feature is not integrated into OST, since it seems to be standard on popular help desktop solutions like Zendesk. Today when you send a message from OST to a customer the customer only receives your single message, they don't see their original message or any other message thread. This confuses the heck out of our customers. Many people don't recall why they contacted our support desk, so when they received our reply without any message history, they are immediately forced to click the link at the bottom of the back to OST which shows the whole message thread. Would be much simpler to just to show the message thread in the email.