We have a first response SLA setup, and techs must respond to tickets. This is done by hitting the 'reply' button on the ticket, and sending an email. Once the user receives this email, they will respond back. However, when they do, the chain is broken, and all communications go through just email, and do not appear on the ticket itself. To get responses to appear on the ticket (for records, etc), they'd have to go to the ticket, and respond there. Is there a way around this/to keep the email chain contained within the ticket? Build 8217