Hi!

I have a problem with the replies from the requesters. I've changed the template the replies as seen in the next image.

When the requester hit the reply button underneath the description of the request everything works fine. 

But when requesters pressed the answer button that is in the conversations is automatically added to the response template the text of conversation. 

This behavior does not happen with the technicians and that regardless of the answer button is pressed always the template is loaded correctly and nothing is added.

Is it possible to remove that behavior?

Sorry for my english