Okay,
So emails are not being sent even though option enabled in ACP.
I've set up two test accounts, submitted tickets, then replied using my 'team member' account and the two test account email inboxes don't have any emails for "You will be notified by email whenever a team representative makes a change to your ticket, or posts a reply. We will send you a copy of your ticket by email for your records.".
Okay,
So emails are not being sent even though option enabled in ACP.
I've set up two test accounts, submitted tickets, then replied using my 'team member' account and the two test account email inboxes don't have any emails for "You will be notified by email whenever a team representative makes a change to your ticket, or posts a reply. We will send you a copy of your ticket by email for your records.".