We currently have email fetching and sending enabled.  When a request responds (using MS Outlook) to a helpdesk request the conversation is updated and the assigned technician recieves an email (in MS Outlook) containing the contents of the requester's email.

 

However, if the assigned technician responds (using MS Outlook), their email is added to the ticket Conversation, but the requester DOES NOT receive a copy of the response via email from helpdesk.

 

Is there some way to enable this functionality.  I'd rather not force the user to go into the helpdesk web portal every time they need to check a response to a conversation.