Requestor email replies not attaching

I have already worked with Support on this but I also wanted to add this to the forums since support has not been able to resolve this yet after 2 webex sessions and multiple phone calls.

When we create a workorder and the technician sends a reply to the requestor asking a question, the requestor receives this email just fine.

However when the requestor replies back to the technician, this reply does not get appended to the conversation in the workorder.

Our POP and SMTP email settings are setup fine and are fetching email. Thsi just broke about 2 weeks ago and we have no idea why.

We have not changed the format of the subject line which I have been told can cuase problems with the replies.

Any suggestions would be greatly appreciated. Thank You.