First let me say you guys are doing an awesome job. You have tons of great features and an awesome price. Thank you!!

Most of our customer support is chats started in “offline” mode that we then have to convert to a ticket to reply to. However, the customer’s question does not populate once we hit the “reply” (or in this case “Create Ticket” which opens up the reply window.

Its extremely difficult to reply to questions you can’t see. The memory only captures so much, and often there are multiple questions.

Of course, we can copy and paste their original question or questions, however there are quite a few drawbacks to that:
-takes more time
-the reply window is very small and you have to keep scrolling
-traditional format is to reply ABOVE their questions, like you would in an email, however, when using shortcuts (which we use A LOT), it only inserts the shortcut text at the bottom of the reply, so it appears under the customer question section and not in the body of our reply, rendering the quick insert feature of a shortcut useless.

If you could PLEASE get the customer question to populate into the reply, that would be a HUGE help and time saver! Thank you!