Replies to tickets dont get added to the ticket

[avidianite]

Anyone have any idea whatmight be the situation here? I assume I have overlooked some setting, but I cant find any information in the manual to address the question.

Heres the question:
How do I make it so that when a tech posts a reply from within the ticket, the response that he gets from the customer gets added as a reply to that ticket. As it stands now, the response email goes to the techs individual mailbox.

Can anyone help me with that?

[supportskins]

The most probable reason for such an issue is that you have not assigned an email queue to the department from which the emails are being sent. In absence of an email queue, the software uses the staff's personal email address as the "From" address. Assigning an email queue to the department will fix this issue.