We only have the option to edit the description of the ticket in Freshdesk. Since the customer's reported description might be different from the actual issue, and to accommodate changes and developments in the issue reported, an option to edit the description and subject has been added.
However, the same option has not been carried over to the customer reply since the end user's might not like it when their reply is tampered with. Sorry that I cannot help with your use case.
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