We are in the process of migrating our ticketing system to HubSpot ServiceHub. Being able to reply to cusomter inquiries inline is vital to effective support. Generally customers will send sections of log files or ask several questions. We need to be able to reply underneither these questions/sections as quoted text. This is a pretty standard ability - I'm not sure how it got overlooked in the implementation of ServiceHub.
Is there perhaps any add-ons that could be used to achieve this? I find it exteremly hard to believe that a support ticketing sytem like this doesn't include this simple and fundmamental ability. There are many articles on in-line vs top posting replies. This article highlights it clearly. https://www.getmailbird.com/5-email-mistakes-can-avoided-using-inline-reply-effectively/
This would also be beneficial to sales emails where more than one question is asked. I don't understand how having quoted text in an email reply is so difficult.
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