requestor response?

I am not able to get a basic "ticket created" automated response to the requester on ticket creation.  I keep turning the function on, but it won't save, generates an error and doesn't send the automated response.    This is basic functionality that should be automatic and easy but appears to be convoluted and impossible.    Having grave doubts about this software already.   

(FYI, I have a 30+ year deeply technical background)

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