The mission of Teamwork Desk is to provide a powerful and professional tool for your organization to manage tickets while maintaining the feel of a personal conversation for your customers. Instead of overly complex e-mail templates distracting you and your customers from your communications, mail sent out from Teamwork Desk follows the same format/look and feel of mail providers such as Gmail. When you reply to your customers, their message is automatically quoted inside of the editor (you can expand this message by clicking on this "..." icon). You may modify or remove this quote while constructing your reply.

The message that your customer receives should be formatted identically to the message as entered within Teamwork Desk (some mail clients may apply small changes).

If you would like to quote previous replies, click the "quote message" icon and it will be included in your reply back to the customer.

Turning the feature off. 

If you do not wish to have the quoted text included, this feature can be turned off in Company Settings