Reply within Ticket

I'm sure this has been asked before but I cannot find any threads on this.

So when we are working on a ticket and need more information from the user for example, we reply to the ticket asking for that, and they then reply back to us, why does it create a whole new ticket and not go into the original ticket thread?

How can I change this so that eg. ticket ID 122 stays together and doesn't do this #123 RE: Re: [## 122 ##] ?

Thanks

EDIT: so I have figured out that it works for some users, but not others, which is weird because its the same behavior is happening, but with differing outcomes.

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