I have currently enable the incoming mail server setting for email fetching in service desk plus.

I want to know one thing as per below scenario.

1)User A created a HDR " My system response slow" through Helpdesk managemnet web portal.

2)User A get ack on his email that your request has been logged with ### this ID.

3) Request is landing on the helpdesk group.(which have 3 memebers) each member get the email notification that request land on his group

4)one of the Technician from helpdesk group reply the requester HDR through email that "today is sunday we are trying to work on your request wait for one day". This Technician response added to the Requester HDR conversation. 

My question is that when technician reply through email for any HDR, requester not able to receivedany update regarding his HDR on email (only conversation is update he has to login on his helpdesk management portal to see the update).

I want requester should get an email update..

Regards

M.Amir