While waiting for proper ticketing system to be implemented (nobody knows how long that could be), implement these very easy measures:
1. Ask (make it.mandatory) moderators to press the "Quote" button to include the message history after their reply.
2. Add a line before n all moderators signature encouraging clients to do the same.
This way, it would be MUCH easier for mods (and also for clients) to know what happened regarding an issue, even if they were not the ones who originally replied to that topic (or if it was a while ago and they forgot the details).
