Setting up new ticket auto reply to "original" sender.

Setting up new ticket auto reply to "original" sender.

So it appears when a new email (customer) is received on our end support mailbox (csupport), we have to forward it to zoho (zsupport). Originally we assumed zoho had the ability to log into this mail box and grab the mail. The issue we are having is that we have zoho set to auto reply "thanks, we have your ticket" but instead of going to the customer... it goes to our csupport mailbox. We found the "Other Configuration" settings with the toggle for "Create tickets on behalf of the sender while forwarding emails. When an agent forwards an email to your support mailbox, it creates a ticket in the name of the sender. When disabled, the agent is treated as the contact." This does not seem to be affecting anything. Are we missing a step?