When customers reply to Service Desk agent Chats and include quoted text, the quoted content is not displayed correctly. As a result, it is difficult to determine which specific questions or comments from the Service Desk agent the customer is responding to in servicenow
When a customer replies to a Service Desk agent’s message in Microsoft Teams using the Reply feature, Teams does not send the actual quoted text to ServiceNow; instead, it sends only a numeric messageId (for example, 1785479137586).
