When I create a new request from within the support web portal on behalf of a customer, they do not receive an email to say a request has been created.  Also, if someone sends an email to our support email address, it arrives as a request, but the customer doesn't receive a confirmation email.

This was previously working as I have many test emails.

If I comment or reply to a request, the emails go out fine so it's not an 'email' problem.We have attached a screenshot as error.

Can you advise?