Responses to support email don't get stored with ticket
We're trying out the Ticket functionality to see if we want to switch from our existing support provider. I have a support form on our website. Submitting the initial ticket works great. BUT...
Once the ticket is assigned, and a Hubspot user responds, that email is sent to the customer from our support tech's email address (not from "support@") -- and when the customer replies, the response goes directly to the support tech's inbox, NOT to the ticket record. How do we get a proper support email thread associated with the ticket?