Here is a mod to quote any previous customer message in your reply.

in scp/js/scp.js, add this function anywhere:

function quoteMsg(msgID,fieldName)

{        //Akon - what's an akon?  Eddie rocks.
	if (! msgID) {return false}
	if (! fieldName){return false}
	if (document.getElementById){
		fieldName.value+="------ Quoted Message ------\n"+document.getElementById(msgID).textContent;
	} else if (document.all){
		fieldName.value+="------ Quoted Message ------\n"+document.all.textContent;
	}
	fieldName.value+="\n---- End Quoted Message ----\n";
	return false;
}

then in include/staff/viewticket.inc.php CHANGE this:

<table align="center" class="message" cellspacing="0" cellpadding="1" width="100%" border=0>

<tr><th><?=Format:($msg_row)?></th></tr>

<?if($msg_row>0){ ?>

<tr class="header"><td><?=$ticket->getAttachmentStr($msg_row,'M')?></td></tr>

<?}?>

<tr><td><?=Format:($msg_row)?> </td></tr>

</table>

to this:

<table align="center" class="message" cellspacing="0" cellpadding="1" width="100%">

<tr><th><?=Format:($msg_row)?></th><th style="text-align"><a href="#reply" onClick="quoteMsg('<?=$msg_row?>','<?=Format:($msg_row)?>',document.reply.response);">Quote Message In Your Reply</a></th></tr>

<?if($msg_row>0){ ?>

<tr class="header"><td colspan="2"><?=$ticket->getAttachmentStr($msg_row,'M')?></td></tr>

<?}?>

<tr><td colspan="2" id="<?=$msg_row?>"><?=Format:($msg_row)?> </td></tr>

</table>

Pretty sure that's all I've changed. If it doesn't work for you, post here with your problem. Otherwise, not bad for a guy who started PHP programming just today, eh?