On HelpDesk version 8.1.1 and higher, there is a feature which allows you to specify who receives an email notification when a ticket is assigned to the Group Ticket Pool. The default for this option is that everyone is unchecked, which means that if a ticket is assigned to the ticket pool NO ONE will be notified. Therefore, you will need to go in and set up your Ticket Pool Notification Assistant.

To access the ticket pool notification assistant, you must be logged in as a manager or technician. Navigate to Settings, and then Ticket settings. Choose the appropriate group in the drop-down and the click on "Notification Assistant" Next to Ticket pool. This will bring up a list of technicians. To choose the technicians that will receive notifications on ticket pool, click in the checkbox next to the names, then click save.