Notification to customer

When any of our customer sends mail, it did not receive notification of new ticket, but when that ticket updated, or assigned, or resolved, message sent successfully. Only problem with first notification message. What to do. Below checkbox already checked for this. Please help.

Contact Notifications
	Send Self-service login details	Customize template
Acknowledge Contact by Email
	When a new request is received	Customize template
	On receipt of the email reply	Customize template
	When the request is updated	Customize template
	When the request is closed	Customize template
	When he/she provides an update to a request from the customer portal	Customize template
	When a request is resolved	Customize template
	When the request is onhold	Customize template
	When a request is assigned to Support Rep	Customize template