Hi,
I would like to always add the full past conversation to each answer send to a ticket-creator. Doing this by adding a predefined answer does not work as intended, as this adds the full conversation above our signature.
Furthermore, I dont want my agents to always have to select that predefined answer.
In which file is the sending taking place, and which code do I need to add to include the full conversation? i.e. which file is included right after hitting the "create answer" button and which php-code will create the content for %{ticket.thread.complete.reversed}?

I have already managed to edit the function send() in the class Email in the file include/class.email.php which worked fine to add some styling to the emails. However, as there is the full $message given to the function as a parameter, I cannot load the full conversation as there is no ticket id, So I guess this would have to be done earlier in the process..?

Otherwise, if there is a possibility of getting the current ticket-id within this send-function, that would help a lot, as I could then just add the return of class TicketsAjaxAPI function cannedResponse()