I have a weird problem that started a few weeks ago. I think that all I did at the time was changed the wording of some of the templates. I've reviewed the templates and can't see what I could've possibly done that would be causing a problem.
Here's my situation ... A customer emails help@mydomain.com, and a new ticket is created successfully. Alert/notification is sent to me AND to the customer without any problem. I sign in, reply to the ticket, and customer gets reply just fine. Now this where the problems start. The customer replies via email, and the reply comes through blank both in the web interface and in the alert/notification I receive. (However, if customer signs in via web and posts reply, it works). Does anyone have any suggestions? Thanks! (version 1.6, RC4)