Support ticket notification doesn't work from dashboard (but it does through email piping)

[WhiteFox]

Hi there, I wonder if you can help. If someone raises a support ticket through their admin panel, it raises fine in WHMCS, but I don't get a notification by email.

 

However if someone emails "support@....com" which has piping set up, then WHMCS emails me the support ticket notification as it should.

 

Any ideas?

[NKV]

I have opposite problem