Turning customer's reply into public reply in email-only support

We're preparing for our email-only support.

Let's say the customer created a request through a form, and our agent replied.

The customer receives the agent's reply through email and writes a reply on the email.

I'd like to turn the customer's reply to the email into public reply on the ticket.

Would it be possible? If so, how can I do so?

Thanks so much for your help!

Thank You

Pulkit

Thanks so much for your comment.

It turned out that our email address was not properly set up.

Now we have the customer's reply as the comment on the ticket.

Thank you again!

Namiko

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