Customer does not get email

[June Unwin]

When we create an issue for a customer in the service desk toolset they do not receive an email with the reference in it,  However they do when they raise an issue through the portal.

What do we need to do to ensure they always get email notifications.

[Jack Brickey · Accepted solution]

you need to have your agents use the "Raise a request" link in sidebar. One key think that happens is to ensure the Customer Request Type is actually set.

[June Unwin]

Thanks - that works :)