Scenario
There are instances where the email case notification are not received by the customer even if sent directly to the inbound email case capture address.
Solution
Notify Customer Preference for Inbound Email Case Capture must be marked as True.
1. Navigate to Setup > Support > Support Preferences
2. Click Notification Tab
3. On the Inbound Email Case Capture section, check if Notify Customers = T
4. Click Save
Check DNS Settings:
1. Navigate to Setup > Company > Email Preferences
2. Click Domain Keys tab
3. Select Domain Selector 1
4. Click Verify DNS Entry
5. Click Save