Creating a ticket on the work management side to initiate contact with the customer not working

[amanda]

We are attempting to open a ticket from our internal team, and use the ticket to initiate first contact with a selected customer, however they are not receiving the email notification.  When this same customer opens the ticket, and we use 'reply to customer' they get the email notification, so it's not a spam filter or email issue.  Has anyone else experienced this and figured out a fix or setting change that would allow this?

[Kian Stack Mumo Systems]

@amanda, do you have the customer notification turned on for Request Created?

[amanda]

Yes sir, just checked it and it is turned on.