Incoming email notification

Elizabeth Chong -  do you mean notification for agent in the event of ticket creation? 

Here's the situation, our agent need to respond to the email coming in to Zendesk. I was wondering if we could set like a notification sound for this incoming mail from the customer? 

I am afraid incoming notification sound is not possible for email but possible for chat. 

You can set up email notification though for email respond whenever a tickets has been updated by the end user/customer. 

A complete guide to understanding email in Zendesk - Part 2: Incoming email requests and notifications