Hello,

With the recent changes in 14101:

When a technician responds to a ticket via outlook, the response comes in to servicedesk in a way that prevents responding from other technicians. 

Example:

Say I (a technician in Servicedesk who works as a DBA) put in a ticket with the SRE team. They respond to me from within servicedesk, and I then respond via outlook. Since I am also a technician within servicedesk, my response via outlook is now showing as a response from a technician on the SRE ticket. The only option they have on my response is to forward my response. They cannot reply to it.