Customer Case sends email notifications to a support agent or to a user only when they watch a request.
You automatically become a watcher of a request in the following cases:
A person who votes for an idea does not become a watcher of the request automatically.
For all internal events (such as a submission of a new request, a new comment, and so on) you need to correctly configure the email notification scheme in Jira. It allows you to adjust certain users or groups that receive email notifications upon the key events.
By default, all the notifications from Customer Case are sent from the address firstname.lastname@example.org. If you want to change this default email address, read the Managing mailboxes guidelines and configure it yourself.