It would be very useful to be able to fold and unfold replies within a ticket. This helps to keep a good overview.
Unfortunately, it's not always straight back and forth between us and the customer within a ticket. We are a b2b service and often a contact sends us e-mails with an e-mail history between colleagues. This means we have to scroll through a very very long ticket to go back to the right information we need.
For this, it would be very helpful if we could fold a reply to just see the top bar, but not the body of the reply.
Even better would be if we could set up what we would see when opening a ticket.
Like always unfold notes, the initial e-mail, and the newest e-mail, but fold the other replies. It would look like this: (This is a photoshopped view, I have removed all personal information for privacy)
