Will HTML support be added for agent replies & agent reply templates as well?
I second the request for full HTML support in the agent reply/forward windows on the ticket details page, particularly now that the template is able to be full HTML. The ideal solution is that a permission would be added that allowed users with that role to edit the full reply including the template/HTML, otherwise the agent should only be able to enter text, images, etc within the "editable area" of the template (where the cursor is), using the existing edit options (text styling, lists, links, image embed, etc).
Additionally, the "note added to a ticket you are watching" and "reply to ticket you are watching" email notifications are not editable templates. All emails sent out by the system to requesters or to agents need to be editable templates for numerous reasons -- multilingual support, naming fields something other than the default (e.g. we don't call the subject field "subject", we call it "issue"), etc.