If I directly use the Mava Dashboard to send the reply to any ticket, it goes with the Mava App written at the top and the Author/admin name below, which is giving us a feedback that users feel they are chatting with a robot and actual Human, hence I now started replying directly from Discord Threads. I can understand this incase Mava bot gives automatic replies but I would highly request you to consider this as I believe others might have got this feedback too.

If we think it from a psychological view point of the user, they always read the Mava App and not the author below, which is not their fault and this builds less trust to their mind and it seems like we are not putting in efforts to reply, even though we are! Hope you get it, let me know if you need a bit more explanation