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Reply / Insert Canned Reply / Original Text not preserved
Problem reported by Robert Grosshandler - 11/23/2015 at 3:26 PM
Submitted
On Hosted Smartertrack.
 
1)    Take Ticket
2)    Reply
3)    Insert Canned Reply
4)    Send and close.
 
The "canned reply" portion of the reply is received by the recipient, but the original text of the support ticket is not present.  It showed up before hitting "send and close".
 
Max Replies in message is set to 3.
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