Im new to desk (was using fresh desk for 5 years) struggling with alert settings

Im new to desk (was using fresh desk for 5 years) struggling with alert settings

I followed instructions given to me on chat,  but I still cant get it right...


I dont get email  alerts when someone adds a new task but I do if they reply.

If I reply to a customers ticket, I get an alert telling me that THEY updated it?  (and Im assuming they do)


Im not the most technical of people, so is there a way I can get someone from Zoho to log onto my account and help me achieve the best / standard setup?


Many thanks

John

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