As the title says.

Here is the situation I am having difficulty understanding

1. Customer submits a ticket, their email is customer@gmail.com

2. We reply from Zoho Desk where our email is support@ourcompany.com

3. Customer recieves that response in their inbox (customer@gmail.com) as an email coming form support@ourcompany.com

4. If they now want to reply their reply goes support@ourcompany.com and Zoho Desk for the lack of better word loses track of the conversation pertaining to the ticket.

So my question is how do I set it up that whent he customer reples (step 4 above) the reponse goes back to Zoho Desk and is tracked there in the ticket Conversations.

Thank you!