We receive voicemails into Freshdesk, sent via a generic noreply email address.
After listening to the message, we update the requester to the person who has left the message.
Expected: we should then be able to reply to message via email to the updated requester's address. In this example, the voicemail has been reset to "Vida" - note the email.
Actual: we have to forward the email, because the original contact information persists. Same example ticket: reply to her reply, and we get the noreply email address that was originally associated with the ticket.