We are evaluating SDP to see if it will work for us. So far everything has been great except for this one issue. When a technician replies to a ticket via the web interface the reply gets added to the ticket and the requester gets the reply sent to them via email. This works just fine. However, when a technician replies to a ticket via email (Outlook) the requester gets an email with a link that will take them to the reply instead of the reply text itself. Why is this behavior different depending on how the reply is sent? Ideally it should function the same way regardless of if you reply to a ticket via email or through the web interface. To be clear, the process should be: 

1. User files a ticket
2. Email is generated to user
3. Technician is assigned to ticket. 
4. Technician gets an email stating they are assigned to ticket. Email includes problem description. 
5. Technician replies to end user via ticket email in Outlook. 
6. End user gets an email reply with the technicians remarks.

Has anyone run into this issue before? Is there any way around it? It's going to be difficult to respond to my users when I'm on the go if I have to go through the app or web interface to communicate with them.  

Thanks!