Can you please advise, how we ensure the ticket notification is sent to customers, along with any details when we close the call.  The system is working internally as the support reps get e-mail notification when a call is raised, but the customer never sees the mail. 

The customers all have e-mail addresses assigned to them, and our mail set-up looks to be ok (as it is routing internally)

we are running MS Exchange 2007 SP1 for e-mail.