Helpdesk E-Mail notidications

Hi Steffen, 
Happy to jump in and answer this for you! 
 

What you’re seeing is expected for email-based Helpdesk tickets. The Helpdesk “Email notifications” setting currently applies to inbound SMS, WhatsApp, Web chat messages—not tickets created through email forwarding—so it may not appear in your account. This is not specific to Germany, your plan, or a particular Helpdesk version.

The Help Center article currently describes the setting too broadly and is being updated.
 

For email tickets, the recommended workaround is to create a Klaviyo flow triggered by the Ticket Created metric and add an Internal Alert action to email your support agent. This alerts you when a new ticket is created, but not when a customer replies within an existing ticket. Internal Alert recipients must also confirm the opt-in email before alerts can be delivered.
 

In the meantime, Helpdesk’s unread-ticket badge and in-app sound notifications are available, but they require someone to have Helpdesk open.

I am happy to submit this need as feedback on your behalf to our product and engineering teams to implement this option in the future if you would like! 

Hi Meghan,
Thank you very much for your quick reply; that’s very kind and helpful! I will try out the workaround involving an alert and check how practical it is.
Overall, I’m surprised that a feature like this isn’t available or that there isn’t an integration with Teams/Slack for notifications, as this is as a standard feature with other providers such as Freshdesk or Zendesk. I’d therefore be very grateful if you could add this to the list of feature wishes, as I’m sure many other small shops could benefit from it.