I'm new to OSTicket and have spent quite a few hours trying to figure out a couple issues:1. Email template variables seem out of date. %{message} still shows up in the wiki, where I've seen posted in the github comments (or maybe in a blog posting somewhere) that this is no longer a valid way to include the thread in email responses.2. The way I ran into 1 was trying to include the thread from previous correspondence in my response email. There must be a simple way to do this. It seems like an essential part of providing a decent customer experience.3. Simply having replied to tickets be bold instead of regular seems a bit overly subtle (I only realized it after goggling around for about 30 minutes on how to tell). Maybe color the background of the cell to indicate it needs to be opened. Or... why not use the industry standard blue dot...?