Hi Everybody!
When we receive a customer request (let's call him Peter) on our info@abc.com mail address, we manually forward the email message to Zoho desk (support@). Of course, sender of that message is info@abc.com and Zoho opens a new ticket with "info" as the contact name and info@abc.com as email address (nobody can blame Zoho for doing that).

We then edit the ticket and fill in contact name (Peter), account name (Peter Ltd) and email address (p eter@mail.com) of the customer.

When we answer the customer request, I would expect Zoho Desk to now use the new information and send the message to peter@mail.com. Zoho Desk instead sends the answer to our own info@abc.com address and ignores we've edited the contact. 

What am I doing wrong? Is there a solution to this problem? Any help is greatly appreciated.

Sven