Here is the desired scenario:
Ability to reply to a customer from within their own comment within the Activity section. (By adding a reply button to the comments section.
This Reply to Customer to include the history of comments/replies with this customer for this particular ticket.
Due to customer requirements, they can only interact with us via email, and they open several tickets in a week.
It would be helpful for them to get an email with a comment/reply from us, and be able to look at previous comments to refresh memory about what the ticket/communication is about.
