If you find you cant get a notify rule to work in 5.4 try the following.

To implement a new rule Go to 

Service Desk --> Configuration --> Queues --> Click on your queue name Scroll to the bottom to custom rules and click [Customize]

Select Choose action -> Add new

Simply click next and save through the wizard to get to the input screen and then change your setup as follows.

Give it a name

Run on Ticket Save

***************************SELECT QUERY**********************************

SELECT
 -- ticket fields
 HD_TICKET.ID, -- $id
 HD_TICKET.ID AS TICKNUM, -- $ticknum
 HD_TICKET.TITLE, -- $title
 DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') AS CREATED, -- $created
 DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') AS MODIFIED, -- $modified
 -- change fields
 C.COMMENT, -- $comment
 C.DESCRIPTION, -- $description
 GROUP_CONCAT(CONCAT('----- Change by ', UPDATER.EMAIL,' at ',H.TIMESTAMP,' -----\n',
 H.DESCRIPTION,'\n',H.COMMENT,'\n\nPlease see your ticket at http://kbox/userui/ticket.php?ID=',H.HD_TICKET_ID,'\n')
 ORDER BY H.ID DESC SEPARATOR '\n') HISTORY, -- $history
 -- about the updater
 UPDATER.USER_NAME AS UPDATER_UNAME, -- $updater_uname
 UPDATER.FULL_NAME AS UPDATER_FNAME, -- $updater_fname
 UPDATER.EMAIL AS UPDATER_EMAIL, -- $updater_email
 IF(UPDATER.FULL_NAME='',UPDATER.USER_NAME,UPDATER.FULL_NAME) AS UPDATER_CONDITIONAL, -- $updater_conditional
 -- about the owner
 OWNER.USER_NAME AS OWNER_UNAME, -- $owner_uname
 OWNER.FULL_NAME AS OWNER_FNAME, -- $owner_fname
 OWNER.EMAIL AS OWNER_EMAIL, -- $owner_email
 IFNULL(OWNER.USER_NAME,'Unassigned') OWNER_USER, -- $owner_user
 -- about the submitter
 SUBMITTER.USER_NAME AS SUBMITTER_UNAME, -- $submitter_uname
 SUBMITTER.FULL_NAME AS SUBMITTER_FNAME, -- $submitter_fname
 SUBMITTER.EMAIL AS SUBMITTER_EMAIL, -- $submitter_email
 -- about priority
 P.NAME AS PRIORITY, -- $priority
 -- about status
 S.NAME AS STATUS, -- $status
 -- about impact
 I.NAME AS IMPACT, -- $impact
 -- about category
 CAT.NAME AS CATEGORY, -- $category
 -- other fields
 -- -- example of static distribution list
 'helpdesk@mycompany.com' AS NEWTICKETEMAIL -- $newticketemail
 FROM HD_TICKET
 /* latest change ***/ JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID = HD_TICKET.ID
 AND C.ID=<CHANGE_ID>
 /* complete history*/ JOIN HD_TICKET_CHANGE H ON H.HD_TICKET_ID = HD_TICKET.ID
 /* priority ********/ JOIN HD_PRIORITY P ON P.ID=HD_PRIORITY_ID
 /* status **********/ JOIN HD_STATUS S ON S.ID=HD_STATUS_ID
 /* impact-severity */ JOIN HD_IMPACT I ON I.ID=HD_IMPACT_ID
 /* category ********/ JOIN HD_CATEGORY CAT ON CAT.ID=HD_CATEGORY_ID
 /* owner ***********/ LEFT JOIN USER OWNER ON OWNER.ID = HD_TICKET.OWNER_ID
 /* submitter *******/ LEFT JOIN USER SUBMITTER ON SUBMITTER.ID = HD_TICKET.SUBMITTER_ID
 /* updater *********/ LEFT JOIN USER UPDATER ON UPDATER.ID = C.USER_ID
 WHERE
 C.DESCRIPTION LIKE 'TICKET CREATED%'
 /* this is necessary when using group by functions */
 GROUP BY HD_TICKET.ID
 HAVING 1=1

***************************END SELECT**********************************

*************************EMAIL CONTENT*********************************

$submitter_fname,
 Your ticket '$title'
 Was recieved at $created

TICKET DETAILS
 ********************
 $history

Thanks for your business,
 The Help desk Team

**************************END EMAIL************************************

The below pic is the setup of your email fields.

*NOTE

If you wish to use this as a distribution list then change the line in the SQL select query that reads 

'helpdesk@mycompany.com' AS NEWTICKETEMAIL -- $newticketemail

You will want to resplace with your email address to send to

Then replace the Email Column pictured above from SUBMITTER_EMAIL to NEWTICKETEMAIL