Currently, when you send a reply as an agent directly from your mail client (i.e. Outlook), it is added to the ticket as a Public Note. I temporarily worked around this by setting up an automation for ticket updates, but it results in the same message being sent as a note and reply.
Workaround for others interested:
Event: Agent
Action: Send email to requester AS A reply in the existing email
Hello {{ticket.contact.firstname}},
{{ticket.latest_public_comment}}
Regards,
{{helpdesk_name}} support team
