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

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? 

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Steven Behnke Community Champion Sep 05, 2017

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

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