Hi Keith,
We recently released 9109 and in that we have included
the feature to notify requester when the request owner(technician
incharge) has replied to the request from his email address. Hence I
request you to kindly upgrade the application to 9109 to start using
this feature in Servicedesk. The list of features and issues fixed
in 9109 are available in the link given below,
After you upgrade, please enable the notification rule
that says "Notify requester when a request is appended with
owner's reply" under Admin --> Notification Rules.
Regards
Charles
Support Team
Servicedesk Plus