Customer gets no Servicedesk Notification by e-mail

Hi,  I followed all instruction on how to enable notifications within JIRA and Servicedesk, but still when a customer e-mails in a ticket, he doesnt get any notification about it.

Second issue, I cannot find where I can alter/edit the text content of the notiofication. It neets to greet the customer and it has to have the footing /impressum we use in our company in every e-mail. How and where can I edit maybe a template or else?

 

Greetings and thanx for your help.

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I add, I have the latest JIRA with Servicedesk installed and licenced on our own company server, not in the cloud.

I receive E-Mails from customers and I can send test e-mails out. My Servicedesk Agents are receiving E-Mail notifications from Jira-SD - but none of any other, so customers users are receiving e-mails generated by commenting on a ticket or the automatic notifications.

Thanx for your help!

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