problems with email comments

Hello,

 I have a problem with a  comments of the customers.
When I notify you through the ticket, an email arrives, you have 2 options to answer me: 1.- clicking on the link that takes you to the portal to create tikets or add comments and 2.- respond to normal email.
well, with the first option I have no problems write a comment and in the comments of the incident it appears that the client has written a comment and share what he has written, but when the client responds as a normal email, in the tikets it appears that theclient wrote a comment but nothing of what the client wrote appears

thank you very much
a greeting

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