When you start out with a fresh Zendesk help desk you will always get notifications about new tickets.

If you’re the only agent, new tickets will automatically be assigned to you, and you will receive a notification via the trigger “Notify assignee of assignment”.

If you create several agents, all of them will be notified via the trigger “Notify group of assignment”.

But when you start creating more groups, notifications may stop. This is because new tickets aren’t automatically assigned to a group or an agent when you have several groups of agents in your help desk. There’s no default behavior for that. You will have to define that yourself. If for example you want new tickets to automatically be assigned to a specific group (in the following example called 1st line) you must define such behavior by creating a trigger for that purpose.

Such trigger could rely on two conditions only:

Ticket is… | Created
Group | Is | -

And the following action:

Group | 1st line

This trigger would automatically assign new unassigned tickets to the group 1st line which again would initiate the trigger “Notify group of assignment” notifying all members of that group about a new ticket.

When testing new triggers please check the “All events” log of your ticket to see which if any triggers has been triggered. Feel free to contact Zendesk support if you need help setting up a trigger.