We utilise LiveChatInc on our website and when a ticket is raised outside of chat hours, the email is forwarded into our support inbox in Servicecamp.
It comes FROM: [email address removed per Community Guidelines] with a REPLY-TO: of the contact raising the ticket. Livechat cannot change the FROM address., we have already asked.
In a previous support desk we used, when replying to this open ticket, it would use the Reply-To (and hence the correct contact), and everything just worked, the contact received the reply. With Servicecamp, it is replying to the FROM, and the contact doesn’t get the reply.