Please allow us to set a specific email template when selecting the "Send ticket reply to contacts by email" feature.

This is a great tool and all, but there is absolutely no way to edit the automated email the customer receives when one of our technicians replies to their ticket.

The first instinct of the customer is to reply to the email sent, when they reply to the email, it just sends it t our tech's Outlook email address. Then the ticket conversation is in multiple locations.

It defeats the purpose of having a ticketing chat system if all of the replies are in external areas.