Colleagues, hello!

I ask for help setting up SD.

When a new ticket is created, a system notification (from the template) is sent to the author of the ticket. If the author of the ticket responds to this system notification (to supplement the application), then this response does not appear in SD and is not supplemented in the ticket.

If the technical specialist first responds to the author of the ticket, then the ticket can be supplemented with responses from the author.

It turns out that the author cannot supplement the ticket until the technical specialist first responds to the application. How can this be fixed?