New Client Replies and New Staff Replies not being sent to user

[michaelrosejr]

Greetings:

When a new user sends in a ticket, all staff members get an email with the subject of New Ticket [blabla 1111]. If any staff member replies back to this email that was sent to all staff member, the end-user gets the reply as do the other staff members.

However, If the email is from another staff member or the end-user sends an update and the subject is either "New StafF Reply" or "New Client Reply" email, the end-user does NOT get the resposne but all the staff members receive the email.

This has worked in the past but no longer works. Did a setting get a changed that we're unaware of? if so, please let me know where we need to fix this issue.

Thanks for your help!

Michael