Offline message replace "from" or "reply-to" tawk.to to the user email address.
When offline as soon as the user sends us the message we get the message on our registered email address from tawk.to domain, instead if we directly get the users email address in from reply, our ticketing system will directly send an email with its new ticketid on the user email address.
Kevin T commented
This only work if you are replying from an Email Client. If you are sending your offline emails to a ticket system the reply to email is not used.
Technically can you please change the From: email header to be from the submitter.
The Reply-To: email only works when the email is sent to a email client like Oulook or Gmail not to a ticket system.