I don't think you understand, though it should be quite simple. Here it is again!
* I use the helpdesk to raise a ticket (ie
http://www.eukhost.com/forums/attach...8&d=1163602389).
* Your replies to this ticket come through as emails from yourselves (eg
http://www.eukhost.com/forums/attach...9&d=1163602389). However these responses are not logged against the ticket in helpdesk, (eg the email above is not in the helpdesk) So I have no record of the response other than the email. If my email wasn't working, I would assume there had been no response at all.
* Also if I then reply to the email from you, I get the " Thank you for contacting us at eukhost.com." email, which obviously makes no sense.
So basically, reponses to helpdesk tickets should be recorded with the ticket.
Get it?