I work for a company using Zoho Desk as a support ticketing system. When someone emails the support queue, a new ticket is created in Zoho and I receive an email.

However, when someone fills out the form on our website a new ticket is created, but no email notification is sent. Checking in the history tab I can see in both of them the ticket is created, but only one of them is triggering a notification.

Further, I don't get notifications when someone replies to an existing ticket (assigned to me) in the queue.

What's going on here?