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E-mail reply does not update ticket or send notifications to user

All-
After upgrading to 4.8.19 we’ve noticed that if a tech or user responds to an e-mail about a ticket, that response is not noted in the ticket nor is a new outbound e-mail sent with the new information.

If we add the note directly to the ticket, things work fine.
e-mails are generated with the HelpSpot: New Request {13701} in the subject.

Things that make you go hmmmm…