We have never been able to send internal emails from within our SupportCentre e.g. Business Unit email address is fleet.management@.............

If I try and send an email from within a ticket to fleet.management@..... with the reference # of the ticket I would like it to go into e.g.  

Request ID ##69861## 948WEF - Payout figure & Cancellation

The email will send from the outgoing ticket, but it never turns up in the ticket that the request ID #

We do have a rule in the attached location, but I took the email out and it did not make any difference.

any feedback would be welcome. 

Regards

Cathy