I have a situation here wherein replies are not going to the requester agent. please refer snapshot below.
Thanks for the detailed info.
From the screenshot, we can see that the reply is sent while the ticket is set to Pending. Was the reply not received by the Requester?
I will create a support ticket on behalf of this issue and would analyze this further.
I believe our support team was able to help you with the email issue.
Do reach out to us for any further assistance.