Hi Gary,

It sounds like you're experiencing a peculiar issue with your system's email notifications. It's odd that agents receive notifications for incident creation but not for service requests, and even stranger that an email is sent when a service request is closed. 

Double-checking the email notification settings for both incident and service request tickets in the admin panel might help identify any discrepancies. Additionally, reviewing the system's logs or consulting with your IT team could provide further insight into this issue.

Take a look at your workflows. If you are a new instance, you should be able to turn them all off and then perform some testing.

Additionally, you may want to look at your notifications: Admin → Account → Email Notifications to see if you have any notifications turned off.

Thanks for the response. I don’t see any active workflows that would impact ticket notifications.

Are there any settings that would cause Incident tickets to behave differently from service request tickets? From what I can see in the various admin settings, tickets are tickets.

Not that I’m aware of - as you mentioned, tickets are tickets. The system shouldn’t treat SRs differently from Incidents.

Are you using your own email server or the FreshService email server?

We’re using a separate Outlook exchange server.

Have you temporarily tried to use the FreshService email servers to see if that produces any different results? If it doesn’t, I would get in contact with FreshService support to have them take a look at your tenant.