We are trying to set up our trial for Service desk and email has definitely been a challenge.
We have not gotten inbound and outbound email working but for some reason when you reply publicly to an issue the reporter is not getting the email.
I've checked Spam and run the outbound email test repeatedly and it works just fine.
I even used the notifications helper and that user should get a notification on that issue.
Is there somewhere else I could look for errors or more info?