Notifications for new tickets to Tech Groups should be allowed. This way everyone in the tech group can see incoming tickets by email and will able to self-assign tickets.
This is the info I found that helped me:
Default notifications are set in one of two places.
For tickets that are NOT in a tech group, go to Setup > Tickets > Options > Default Setting for E-Mail Recipients (No Tech Group).
For tickets that are in a tech group go to Setup > Techs > Tech Groups > [select tech group from list] > Tech Group Levels > Level 1 (and any other levels you have created) and set "When Client Updates Ticket, Force E-Mail Notification To" for client updates and "Default Selected E-Mail Recipients" for tech updates.
Its the second one that worked for me. We have a few groups set up and have added all techs to group level 1 for those groups. Then went through and made sure a group was assigned to each request type.
Now all techs get an email when a new ticket is created.
Found here: Help Desk Software Forums by Web Help Desk - email tech on new ticket @mmcahren
Thanks! I have followed your instructions and it is working.
