Customizing Send Reply to Tickets

[mbpros]

Hi:

I'm looking for a customization for when staff sends replies. Right now the reply is e-mailed to the user. Kayako did advise how I could change it if I would want to send a reply advising the user to log in to see the reply to the ticket.

BUT what I'd really like to see is the staff having an option when sending a reply...the staff could click on button to send the actual reply via email OR the staff could click another button to send a canned reply advising the user to login to see the reply. Because of security reasons, certain replies cannot be sent via email.

If anyone would have the ability to modify the source code for me to add this feature, it would be a huge benefit.

Thanks,
Steve