[osTicket-Version v1.9.12] customer is not receiving reponse during new ticket creation

FAST

Hi,our customer are not receiving an answer, when we fill out the response / answer form during a new ticket creation (staff interface). Customer will receive an ticket creation notification, but not the actual answer. Is there an setting we missing?Thanks

ntozier

You haven't really provided us with enough information to assist you. Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.Version of osTicket?How do you have email setup?It the ticket being assigned to a department or team?If Department is New Message checked?Are you using Ticket Filters?

FAST

Version of osTicket?osTicket-Version v1.9.12How do you have email setup?Standard-MTAIt the ticket being assigned to a department or team?to a teamAre you using Ticket Filters?no