Hi,
As I'm new to ticket, and this is my first discussion, I would like to thank the developers of osTicket for such a GREAT and complete ticketing system all for FREE !! I really appreciate your effort and generosity. This forum is also very nice and eye catching. Hope we can have responsiveness, theme changing functionality and more plugins in future releases.

My question:
I have set email in my osTicket setting, and set to collect all the email, however, when a user replies to the agent's response through his email, I can receive his reply in my email, but it is not collected by osTicket and I don't see his reply in his ticket. Please look at the following settings I've done:

and is enabled in here, too:

Would you please let me know how to make it work ?
Thank you in advance