Hi @jasonish 

Greetings from the Freshworks community!

We do have default email notifications under Admin → Email notifications that gives the ability to alert the agent through email.

New ticket created - To notify select agents every time a ticket is created in the helpdesk. Make sure to add the required agents' names using the 'Notify Agents' button on the New Ticket Created template page.

Ticket assigned to a group - To alert all agents in the corresponding group that a new ticket has been assigned to the group.

Ticket assigned to an Agent - To alert the agent that a ticket has been assigned to them.

In addition to the default notifications, you can also add customised email notifications through automation rules when specific action takes place.

Sample rule:

Hope this helps :)