We seem to have an issue where tickets added manually by agents to contact a customer (using the Add feature in the top left) are not received by the end user when sent. Or, they receive an email to login to ZD, which we do not want, nor do they need.
The requester email is being properly added and the ticket appears to have been sent, but the user, in most cases, never receives is.
Is there a setting I am missing to resolve this issue?
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