Am 10.07.2018 um 08:51 schrieb sysadmin.caos:

Sorry, but I don't understand your answer... "Forward or Communication/New Email" are options in any configuration menu?

I think what's meant is the ways to answer a ticket: instead of 'reply' choose 'forward' or 'new email'. Another possibility, which affects ALL replies (instructions for version 5, I expect similar things for version 6): In Sysconfig, in Frontend::Agent::Ticket::ViewCompose look out for Ticket::Frontend::ResponseFormat. We reduced that to [% Data.StdResponse | html %] [% Data.Signature | html %] which keeps the configured response text and the signature, but leaves out the quoted mail. Perhaps that is what you were looking for. Hope that helps, Susan