Yes, when we create a new helpdesk ticket it is sending out the email to the customer and to the support team except when this one user creates a new ticket.  But this one user can close a ticket and it will send out the automated email.  Very wierd.  Everyone else is working fine, just this one user on sending new ticket email.

Since everyone else is working, I would think the catchall config and email configs are correct.  I've checked security and all looks ok.

Probably the issue with alias. Can you check alias, your catchall config, ,... Also can you give more info like tickets are creating automatic? And the user/responsible doesn't receive ticket creation mail ?