I just had the same issue. Updated the ticket system no longer sends any notifications out any longer to the agents. It does send out the customers though.

I have created custom forms for a total of 4 departments. These four departments had a drop-down list of topics that could be selected of issues that someone may have. However, I could only have one drop-down list set of topics appear under the subject line of the internal ticket system. I could not figure out a way to get multiple lists (topic that they select) to import as the subject line into the internal ticket system.