If you use some FAQ article as a template reply to the customer, then you can't keep the original subject of the customer's incoming request. It is always changed to "original subject + the subject of the article from faq". I suggest to remove this functionality (or make it optional), because: 1. It is useless from the point of design and usability (customers usually expect "See more"-like link in the message body, and never use e-mail subject to navigate to the FAQ TOC, or whatever is it there for). 2. This violates e-mail etiquette (keep the original subject of the messaging thread intact) and some mail clients sorting functionality. 3. If confuses customers, because none likes copy-paste robot-like replies.
Idea No. 1250