Workflows is not triggered when a customer lodge the ticket from his end

Workflows is not triggered when a customer lodge the ticket from his end

Hi Team,

I have setup the following workflow in my ZohoDesk

Workflow - Aurora Westan Receive New Web Ticket

It works.
But.. every time some customers submitted a ticket, the workflow doesn't get triggered
This is an example of the customer

This is the ticket 

Funnily enough, when I submitted a ticket on their behalf, the Workflow did get processed

And here's another one

The difference that I noticed between the ticket that they submitted and mine is that:
In the ticket history, the ticket that I submitted has
    Ticket language was detected
    Layout: Aurora
    Immediately after the ticket submission

    Their ticket doesn't have this entry

Can you comment and work out why the ticket that the customer submitted doesn't trigger the workflow

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