Helpdesk Notifications

Hello,

So as I understand customers/reporters should get a confirmation email, as described in the option "A confirmation message sent to the email address provided by the ticket reporter who submits an online form". And in that e-mail there should be a link for the ticket that was created based on the form they submitted ?!

We tried it out but the reporter doesn't receive that e-mail. However they receive an email when the agent commented on the ticket. But in that mail is no link to the ticket.

So what should I do? Is there a way to turn on that notification? Do I need a workflow for that, or what are the options?

Thank you for your help in advance