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Before creating Tickets, the following are needed to setup make sure that Tickets will be created and email notification will be sent properly to the Customer Contacts and Agent's email address.

1. Customer Contact and its portal permission. See this page on how to add Entity Contact (Customer Contacts).
2. Agent or i21 Users is setup propery. This is an i21 user which is normally imported from Origin system. 
   See this page:How to Import user User from Origin System into i21 company
3. Setup the Help Desk | Maintenance screens:
          How to Add Ticket Groups
          How to Add Ticket Types
          How to Add Ticket Status
          How to Add Ticket Priorities
          How to Add Products
4. Setup the Help Desk Settings and Email Setup configuration screens:
         Help Desk Settings
         How To Configure Email Setup
5. Working on Ticket Details.
6. Optional: How to Add and Create JIRA Issue
   
   Pages