When replying to support request in ticket management and using template, the "Reply to" feature of the template not working

When replying to support request in ticket management and using template, the "Reply to" feature of the template not working

I have set up a template to use for "replying" to customer tickets to request new information.  This template includes the "Reply to" field with an email different from the sending email.   However, when the email arrives at the customer inbox, the sending email is pre-poplated for the customer to the sending email and the specified "Reply to" address is not even an option.  The "reply to" works great with any email coms set to auto trigger.  See attached screenshots of the template used and the email reply the customer gets if responding to our support request.