When a user submits a new ticket we will often email the user for additional details the user then replies. A staff member will then usually reply again for more clarification or call the user our question is when we hit reply on the users email none of the email chain is included in our response its blank. 

Is there a feature which can allow the email history / chain to stay with our replies as sometimes it confuses the user if they have not put a quality subject to identify what ticket we are referring to.

Any advice would be much appreciated.