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Customizable Tickets Window
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 I'm wondering if the tickets window can be customized? The current tickets window includes the latest message, the WYSIWYG Editor to reply to messages, then the rest of the conversation is hidden at the bottom of the page.

Some tickets age gracefully. Some are worked on by more than one technician. And sometimes we get so many tickets that some get lost lost due to limited communication.

It would be nice if the WYSIWYG Editor was positioned at the top and bottom of the entire conversation (all together) so we could easily review the entire conversation or thread before responding. This would be my personal preference. 

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