Can I ask about another thing on this Help thread, please? My users seem to be having an issue when they reply to each other, there is no tagging the person the reply is for:
I’ll slip this over to a new topic to keep the issues separate. 
Do you mean the avatar in the top right of the post? If the reply is to the post directly above, the avatar is hidden to reduce a bit of visual noise.
But you can adjust this (and a couple of others) using the suppress reply admin settings:
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