IT makes a ticket and sends a confirmation email to submitter

I get a notification as the tech.

NOW I am still in my mail client, I have tried multiple ones.

If the submitter replies to the email - a new request ticket it made.

if the tech  replies to emails from the mail client  - a new request it made.

I cannot find anything about this..  but I have not yet seen a email enabled helpdesk that does not allow users to reply to tickets.

help,  I am on a major deadline, the previous system I had been developing fell apart,  someone suggested zoho, and so far it looks great,, but I need it done in 5 hours YEST 5