Why do Zoho support people reply via email in a way that their communications COMPLETELY BYPASS the help.zoho.com ticket they are replying to?

Is this because Zoho Desk itself poorly handles replies by support reps/agents sent via their e-mail client? Or is this just an accidental (and completely unprofessional) misconfiguration of Zoho's own support system (agents' email clients, Zoho Desk, etc.)?

For over a year my tickets on help.zoho.com have frequently been closed with absolutely no message in the ticket from Zoho personnel saying why. I assume that 99-100% of these cases were due to the Zoho agent replying via their email client, instead of replying via the ticket in their web browser. Here is a recent example (only visible to Zoho support — sorry): https://help.zoho.com/portal/ticket/19552313

But there have been numerous previous examples. Horribly, that ticket is not an outlier.