why a user send an e-mail and add it as a comment despite sending an e-mail ?

[mbitzis]

More specifically, when the user clicks send email, then the email is not sent, but the body mail is added to the ticket comments. It is noted, however, that sending emails from the email tab is carried out normally.

I am attaching relevant images and I am at your disposal for any further clarification.

[Brant Schroeder · Accepted solution]

@mbitzis You JSM issue does not have a Request Type associated with it.  When an issue does not have a Request Type it will not email the customer.  Set the Request Type and it will then send an email.