You could notify agents as well as non-agents, such as requesters of a ticket or members in cc, whenever an email is converted to a ticket in your Freshdesk Account. 

To have this done, please navigate to Admin --> Workflows --> Email Notifications --> Requester Notifications-->Turn On "Ticket Created", which would turn on new ticket created notification for requesters. 

If you would like to notify members in cc, please navigate to Admin-->Email Notifications-->CC Notifications-->Turn ON "New Ticket Created", which would send out a notification to members in cc, whenever a ticket is created.