Part of our onboarding PowerShell script is an API v2 call to post a reply back to the ticket with the new hire's login information. This script had been working fine for the past few months and replies posted via API would also be sent to the Requester.
At some point in the last few weeks however, requesters no longer receive a reply notification when the API post is made. We have not made any changes to our script.
I can assure that if a ticket is created, we must be sending the notification without issues.
We might have to troubleshoot as to why the email notifications are not received and also in order to narrow down the issue, I'll create a support ticket and request more information from you so we can help you with prior resolution :)