There is no option to add a blockquote to a ticket or conversation (exactly the function I am using now), which is essential for maintaining an overview of the topic being discussed within tickets, to refer back to a previously sent message, or to respond to a specific part of the customer's message. This way, you are able to maintain an overview within the conversation, immediately ensure that the customer sees that you have read their questions. You can directly link the questions to the answers you provide and ensure that you have a clear structure within your answer.