We have updated internal notes and mention emails:

• ticket message history is now included in mention emails, so that you have more context
• you can now reply directly to mention emails in your inbox, and it will create a new internal note in the helpdesk; no need to open Gorgias just to add a note!
• you can forward the mention email to another agent, and if this one selects reply to all when answering, it will also create an internal note in the ticket