We have problems with the confirmation of emails that reach the customer:

[Yessica Lizbeth Izquierdo Llanos]

Dear ,
We have problems with the confirmation of emails that reach the customer:

• In notification scheme:
• In customer notification scheme:

The normal notifications arrive but the notification of clients does not arrive despite the fact that we have the following notifications

[Angélica Luz]

Hello Yessica,

Thank you for getting in touch with Atlassian Community!
When a notification is not sent for the customer, the main reason is that the issue was opened through Jira (Create or + button) and not the customer portal, so the request type is set as "No match".
The request type is what triggers the notification to be sent, so in order to confirm if the email will be sent, you must open the ticket through the customer portal.
Can you please check if the affected ticket was created directly on Jira or through the customer portal?

Regards,
Angélica