IT Asset Management allows sending past conversation of any ticket along with the notification mail. Once the back-trial conversation enabled, the notification mail will be sent with the information of previous changes/comments from the ticket creation.
Back trail conversation for ticket handlers: The admin/ticket handler can add this while updating a comment or changing the status of the ticket.
Back trail conversation for end users: The end user can also add past conversation while updating the comment.
Note: The back-trail information will be sent to the ticket creator and CC recipients, if any. While updating comment/status you can disable the CC-Emails to not share the back-trial conversation.