Hi @Sarah_B 

Greetings from Freshworks Community! 

I understand that you are not getting any Email notifications whenever users creates tickets, in order to receive notifications, kindly go to Admin → Email Notifications → Agent notifications → New ticket created → Notify Agents → Add Agent → Add your email address → Save → Toggle On the Notification. 

Post this you will be notified whenever a Ticket is created. 

I hope this helps. 

Thank you   @jim.stephen