Scripting

I believe we had this set up before but I want to receive email notifications with ticket updates that includes the comment from the end-user. So when a new ticket comes in, it has the user information and comment. I go in and assign the ticket to myself and ask needed information. So the user gets that ticket information through an email and can reply to the email which will update the ticket. When they respond, I should get an email with the comment info added by the user. I do not see that at all now and I think it all changed when I made the update to Kace a couple months back. The only thing I see is "The ticket has been updated with comments" and that's it for the email. How can I get this rule created in Kace?