This is by design. If a user submits a ticket to the KACE SMA appliance via the User Console, they are given the ticket number as soon as they click to submit the ticket. They can immediately see their ticket number, therefore no email is sent.
When a user submits a ticket via email, an email is sent back to the user with the ticket number included.
WORKAROUND:
There was a way to setup a custom ticket rule to work around this.
Please follow this KB:
