Participants not receiving email updates

[Terry Mundy]

Three participants were added to a ticket, however none of them receive ticket updates via email.

So what they do is email IT for updates and we have to forward the Help Desk tickets to them.

This isn't normal is it?

[Amirul Ikhwan Omar]

First thing that we can check here is whether the customer notification is set up properly. Can you go to the Service Desk Project Settings > Customer notification > Request Created > Edit. Confirm that the To: is set to Customer involved.