The New ticket created notification email can be set to be sent to agent(s) whenever a ticket is created in your Freshdesk Account under Admin --> Workflows --> Email Notifications --> Agent Notifications -->New Ticket Created.
If the agents do not receive this email, kindly check if it is toggled on. Further, Only the agents whose names are added under the Notify agents section would receive this email each time a ticket is created. You can add as many numbers of agents under this section.
