Why are all of my agents being emailed when a new ticket is created?
Agents are notified of ticket creation by one of the default triggers, Notify all agents of received request. You can disable this trigger under Admin > Business Rules > Triggers to prevent these notifications.
To disable this trigger, select the options icon located on the right side of the trigger and click deactivate. See screenshot below:
Once the trigger is deactivated, agents will no longer receive an email notification when tickets are created.
To get a better understanding of the Support default triggers, see About the Support default triggers.