PHPJunkyard support forum

Hello everyone, I have a doubt about the "email to ticket" feature.

When a customer sends an email and the ticket opens, I expect them to receive a confirmation email, but that doesn't happen.

I searched through the various settings but found nothing about it, where am I wrong?

Thanks for any support

Hesk indeed does send an email when a new ticket is opened (unless you turned that off in Hesk admin panel > Settings > Email > Notify customers when)
https://www.hesk.com/knowledgebase/?article=94

If some emails arrive from Hesk but others don't, it's likely a spam filter issue. See here (also note the "Pro tip: how can you quickly test the quality of your emails?" box):
https://www.hesk.com/knowledgebase/index.php?article=99

If no emails arrive at all (not even from other functions), refer to
https://www.hesk.com/knowledgebase/index.php?article=25