Alert help desk users when a new issue is created by a customer

[David Marom]

Hello,

I have a group in google which forwards emails from customers to the regular Atlassian help-desk cloud mail,
Therefore I dont receive alters to my email when a new ticket arrives

I tired to make a notification scheme that alerts all my 3 help-desk users when a new issue is created but it doesnt work

can anyone tell me how to do it, or propose a different way?

Thanks

[David Marom · Accepted solution]

Got it:

https://youtu.be/yi5mtwX-ACg?t=3m37s

my mistake was that I didnt asocciate my new notification scheme to the help desk project

or alternatly add the new event to the default scheme...

[David Marom]

I just sent an email directly to support@myCompany.atlassian.net  and didnt get an email neither - It has nothing to do with my google group

So my question is more simple:
How do i make helpdesk users get an email alert when a costumer sends a ticket?

(same as Lorna...)

[Lorna Ryan]

I would like to know this too, I am evaluating this helpdesk & there doesn't appear to be an alert configured to let agents know when a new ticket is logged?