Customer's original description not included in my response via Service Desk

[Lee Clarke]

Hi!

As part of our SLA we will send an email back to the user (customer) if they haven't in some way acknowledged our response to their question. Basically saying "hey, what do you want us to do now that we've answered your question?"

Users are coming back saying "Errr, I can't remember what I asked you, and there's no reference to it in your email"

Is this something I can change in the settings, to make sure the original description is always included in a response to the customer?

Cheers!