First I am using 1.18.1 And I created a test ticket just to test the system. When a client opens a ticket, they don't get a ticket with the ticket information. can I change that?
Client does not get an email when they open a ticlet
Sure, the relevant settings are under Admin Panel > Settings > Tickets > Autoresponder. The Autoresponder can be disabled globally, at the Department level, the Help Topic level, and the System Email level.
References:
Cheers.