Replying to Support - HOW TO ??

[stoo23]

Hi all.

Ithas sadly become Painfully obvious that there MUST be some weird 'Issue' in responding to replies from the Support team, as ... Sometimes it seems my previous reply Has reached them ... but invariably it appears not to.

When one receives a response from the Support Team the Header suggests;

I must say,.. that is rather a vague request, as one wonders whether it is suggesting you 'Reply' above the 'Line of Text' ?? ... or that vague 'Line' seen below ??

Only thing is, when one actually begins the reply process in one's email client you are presented with:

So,.. (with respect), that doesn't seem appropriate, as IF I write my reply above the 'Hashed' line of text, my reply 'Suggests' that;

On 2025-01-01 etc, Prestashop Helpdesk wrote:

Which they obviously Would NOT have.

One could suggest something like; "Write your Reply Here", would be FAR clearer and leave one in No doubt as to where one's response, should be placed.

I only ask this, as I have had a painfully distressing email 'Ping-Pong' occurring with the support team, since the 2nd December and have yet to actually elicit an appropriately helpful reply.

Can anyone suggest a Correct methodology for guaranteeing a reply will actually reach the team ??