How do I keep the original email on the request when replying to the sender

How do I keep the original email on the request when replying to the sender

Whenever I click on Reply on a new ticket, it does not include the original email on the request.
Is there a setting that will allow me to modify this?

Same case when forwarding an email in MSP, the original email does not appear when I click on Forward.
Any info is greatly appreciated.

Thanks,

RD

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