I've noticed that the option for a client to cancel a ticket isn't included in the confirmation email on certain tickets even though I have it configured in Setup. After spending some time to find out why I realized its on tickets that I have hidden the request detail (sometimes I just have custom fields and don't require the Request Detail). If I unhide it then the option to cancel is included in the email. I opened a support ticket and was told it was by design but then when I inquired as to the reason was told it was a bug.
Anyone else notice this?
I have been told by support that this is a bug.