Tickets Color code reply chains

[ppafford]

Would like the ability to color code the different reply chains.

Example:

-Registered user submits a ticket, color blue
-Kayako Staff forwards ticket to someone else, color red
-Kayako Staff replies to ticket, color blue

this way I can keep visual track of what the registered user is receiving in the ticket replies.

Also maybe a highlighted field on if this is going to the registered user or not would be nice as well. this would eliminate some staff confusion on who is receiving their replies/forwards.

Thanks,
Phill Pafford

[ppafford]

Just wanted to give a little more insight:

With the different colors being assigned to the email per reply/forward/staff reply/etc... we can easily identify the information going out to clients/customers/staff/etc...

I have several groups who respond to a ticket, this feature would be nice to see what information is going to whom.

even better: how about an option to reply to staff only?

[ppafford]

I do see that the user/staff who replies to the ticket is colored, would make sense to make it more visible.