OK,
I figured most of this out, I need to enable it in the departments section.
But the Removing quoted reply bit does not seem to work. I have enabled it in the global prefs, but the entry for the ticket includes :-
On 18 Jan 2008, at 16, support@domain wrote:
> -- do not edit --
>
> BEN SUFFOLK,
>
> Our customer support team personnel has replied to your support
....
Is there some other setting I need to add to make this auto delete the quoted reply?
Ben