Gitlab Slack issue notification

Hi,

i have a gitlab project hosted at gitlab.com which uses "Service Desk" and has the "Gitlab Slack App" integration to get notifications in a slack channel.

When i create an issue within gitlab (confidental or not) i get a notification in slack (the checkbox for new issues is checked).

When i add a comment to this issue, i also get a notification in gitlab.

BUT: when i send an email to the service-desk email-adress, an issue is created but NO notification is sent to slack. but i can add comments in gitlab: these are displayed in the slack channel.

in the issue-list of gitlab, the issues which are created by servicdesk-feature have different icons and are named "tickets". what do i have to do, so that new "tickets" are transported to the slack channel?

in the gitlab-slack app integration settings, one can connect "issues", "confidental issues", "notes", "incidents". but no one seems to send the newly created ticket to slack.

this behaviour started about 9./10. january 2026. last week every new ticket which was created was always sent to slack. since this week i only see the comments, not the newly created tickets/issues (if the ticket is created with servicedesk email).