Index: include/staff/templates.inc.php
===================================================================
--- include/staff/templates.inc.php 
+++ include/staff/templates.inc.php 
@@ -160,5 +160,6 @@
                 <tr><td>%assigner</td><td>Staff assigning the ticket</td></tr>
                 <tr><td>%url</td><td>osTicket's base url (FQDN)</td></tr>
-
+				<tr><td>%quote</td><td>Quote last incomming message</td></tr>
+				<tr><td>%quote_first</td><td>Quote first incomming message</td></tr>
             </table>
         </td>
Index: include/class.ticket.php
===================================================================
--- include/class.ticket.php 
+++ include/class.ticket.php 
@@ -296,4 +296,26 @@
         return $createDate;
     }
+    
+    function getLastMessage($type='last') {
+        if($this->lastmsgdate)
+            return $this->lastmsgdate;
+
+        //for old versions...
+        $createDate=0;
+        $sql ='SELECT message FROM '.TICKET_MESSAGE_TABLE.' WHERE ticket_id='.db_input($this->getId()).' ORDER BY created '.($type=='last'?'DESC':'ASC').' LIMIT 1';
+        if(($res=db_query($sql)) && db_num_rows($res))
+            list($message)=db_fetch_row($res);
+
+        return ($message);
+    }
+    
+    function quoteMessage($type='last'){
+    	$message = $this->getLastMessage($type);
+    	$quoted = "";
+    	foreach(explode("\n", $message) as $line){
+    		$quoted .= ">".$line;
+    	}
+    	return $quoted;
+    }
 
     function getLastResponseDate() {
@@ -423,5 +445,5 @@
 
         $search = array('/%id/','/%ticket/','/%email/','/%name/','/%subject/','/%topic/','/%phone/','/%status/','/%priority/',
-                        '/%dept/','/%assigned_staff/','/%createdate/','/%duedate/','/%closedate/','/%url/');
+                        '/%dept/','/%assigned_staff/','/%createdate/','/%duedate/','/%closedate/','/%url/','/%quote_first/','/%quote/');
         $replace = array($this->getId(),
                          $this->getExtId(),
@@ -438,5 +460,7 @@
                          Format::db_daydatetime($this->getDueDate()),
                          Format::db_daydatetime($this->getCloseDate()),
-                         $cfg->getBaseUrl());
+                         $cfg->getBaseUrl(),
+                         $this->quoteMessage('first'),
+                         $this->quoteMessage('last'));
         return preg_replace($search,$replace,$text);
     }