You have configured an e-mail notification that contains a deep link URL for directly navigating to a Ticket, but it opens the Ticket in HTML5 client instead of Fiori client, which is setup as the default client for your user.
SAP Cloud for Customer
You have used the deep link URL format for the HTML5 client in your e-mail template.
Change the URL in the e-mail template to the following format: https://myXXXXXX.crm.ondemand.com/sap/public/ap/ui/repository/SAP_UI/HTML5/newclient.html?bo_ns=http://sap.com/thingTypes&bo=COD_GENERIC&node=Root&operation=OnExtInspect¶m.InternalID=XYZ¶m.Type=COD_SRQ_AGENT_TT&sapbyd-agent=TAB&OBNRedirect=X (XXXXXX represents the tenant and XYZ represents the Ticket ID)
KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-WKF , Workflow , How To