External customers are not getting notifications on tickets created internally

[Milo Grika]

Our customers are only getting notifications on tickets they've created but not on ones we've created on their behalf. What permissions or settings should I check to see what might be wrong?

[Brittany Wispell]

Hey @Milo Grika

Have you made sure that they have been added as the reporter of the ticket? 

You can also add them as participants. 

Check your notification scheme for Issue Created.