Within Teamwork Desk, when you send a reply to a customer, their message is automatically quoted inside the editor.
You can expand this message by clicking the ... in the reply area. You can also modify or remove this quote while constructing your reply.
Once expanded, the quoted reply will be visible in the editor.
The message that your customer receives will be formatted identically to the message as entered within Teamwork Desk, though 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.
Disabling quoting previous message
If you do not wish to have the quoted text included, this feature can be turned off in Company Settings under Edit Company.
For more information, see: Assigning a ticket to another Desk user