Hello!I am trying to implement the following workflow but I don't know what I should be searching for:1. Customer emails support@mycompany.com Office 365/Exchange mailbox.2. Ticket is created in osTicket3. Ticket creation notice is sent to distribution list, itstaff@mycompany.com4. Bob (member of itstaff@mycompany.com) replies to notification via email.5. osTicket thread is updated with the reply6. Reply is sent to customer.Currently - I have all but steps 4-6 working. I am having an issue where when Bob replies to the ticket via email, it's not being "forwarded" to the customer:Could someone please point me in the right direction and tell me what exactly I'm looking for?Thanks!Server InformationosTicket Versionv1.10.1 (9ae093d) — Up to dateWeb Server Softwarenginx/1.10.3MySQL Version5.7.22PHP Version7.0.30