Why is my response to the customer not in the email they get?

[Eddy Chen]

Missing reponse when I reply back to support ticket that came in as an email.

I tested this by emailing in (from a test email)  and from the service desk I hit respond to the customer.  I then typed a message in the external box.  The email account got a reply email but it doesn't show the message and only provides a reply line and "Eddy Chen changed the status to Waiting for

The email account got a reply email but it doesn't show the message and only provides a reply line and "Eddy Chen changed the status to Waiting for the customer."   What happened to my response? 

[Steven F Behnke]

Can you provide a screenshot showing the comment from the Agent side?