It's nice when software does exactly what you want...
Yesterday, boss asked if we could quote existing posts in ticket replies. A quick search and I learned about %{ticket.thread.complete.reversed} which was perfect.
Then today, the question was "Do we really need receipts for every message?" and again, two minutes later, I found the tickbox to turn off email receipts for existing messages.
Quick, easy, logical = slightly happier users for little effort from us. Excellent, well done.
