I have version1.9.14.
The deal is this, a client opened a ticket in the Technical Support OSTicket.
After a few messages with the client, the Tech Support added the Sales Department as collaborator in this ticket and replied to the client.
This reply opened a ticket in the Sales Dept.
Each time we reply to the client or vice-versa, we open a thread in the existing ticket in Sales Dept OSTIcket, the message is always "Received From: Tech Support", even if the real message in the email is a text with an attachment.
I hope you understand the example.