Feature request: resend reply from support rep

Hi

I would like to request a feature: when we send out responses through support center sometimes the recipient doesn't reply before the issue due date arrives. So when the due date is up it would be useful to send a reminder to the request originator which includes our last message.

I see the assumed message flow currently is:
1. incoming request to support center - message #1
2. we respond - message #2
3. customer responds - message #3
4. we respond - message #4

However without message #3 coming from the customer we have no way to initiate another message to them that includes message #2 in it. The only way we can continue the conversation is if they reply - but what if they don't and we want to bump the message back up their inbox, and include our response message #2 in the bump, rather than just re-reply to message #1?

I see the possible message flow as being
1. incoming request to support center - message #1
2. we respond - message #2
3. after a certain amount of time, no response from the customer
4. we respond - resend message #2 (with some additional text) as message #3.

All that is really needed is a button to say "resend message" on the support rep's reply, and when you hit it you get the standard message edit box which contains message #2 and then message #1 below that.

Thanks
Diane