Hello, we have implemented the Helpdesk module and customers can mail the support address with an automatic ticket generation in Odoo. The means of communication to the customer is using the Helpdesk "Send Message" option, however we have noticed the following:

The user receives reply if the customer mail in, but if the customer makes a phonecall so the ticket is created manually the customer will not receive replies.

That is, a manual ticket creation includes the predefined company but if the e-mail adress is added afterwards under "Customer Email", then the message option will not send replies to that address.

An alternative scenario is creating the customer email as a contact to the existing company, and then create a ticket with the company including the specified contact.

However, any replies with the "Send Message" will still not send any replies to the customer, only if the customer mails directly to the support with automatic ticket creation.

Are we using the system in a wrong way? How can we enable communication in the ticket to an email address of choice in case the customer calls in?