Agent Contact Form Response

We have an issue with the agent form and response.

The end user inputs their e-mail address and phone number but ticket auto responses and ticket updates are going to the master account and NOT to the user that filed the ticket.

Obviously it is the end user we want to keep updated on their ticket status.

We have multi-use machines also for shift workers. The ticket response needs to go to the actually user that filled out the agent form. Why have them fill this information in and then ignore it?