TABLE OF CONTENTS
We can enable or disable email notifications for a wide range of workflows within Freshdesk from under Admin>>Workflows>>Email notifications.
You will notice that there are four sections on this page,
- Agent Notifications
- Requester notifications
- CC notifications
- Agent reply/forward template
Refer to the table for details on the notifications,
Note: Do not miss the "Important points to remember". Scroll to view the column.
| Event | Who to notify | When to use this | Important points to remember |
| User activation emails | Customers and Agents | When a new customer or agent is created in Freshdesk. This notification cannot be turned off for an agent. | However, for the contacts, this notification can be enabled or disabled based on customer preference. If disabled, as soon as a contact is created(through sign-up or ticket creation), the user activation will not be triggered and needs to be triggered manually from the customers' tab. We can trigger only up to 50 activation emails at a time. |
| Password reset emails | Customers and Agents | When an agent or a customer clicks on the Forgot password link on the login page. This cannot be turned off for agents and customers. | If customers report issues with the password reset link not working for customers, please check the placeholder hyperlinked in the requester notifications for "Click here to reset the password". The right placeholder will be - {{password_reset_url}} |
| New ticket created | Customers, CC | To notify the corresponding customer that a ticket has been created for them. You might also want to add a link to the ticket in your support portal here. | CC email notifications will be triggered only for the Portal source or if the agent creates a ticket on behalf of the customer. CC email notifications would not be sent out when the source of the ticket is Email. |
| New ticket created | Agents | To notify select agents every time a ticket is created in the helpdesk. | Make sure to add the required agents' names using the 'Notify Agents' button on the New Ticket Created template page. |
| Ticket assigned to a group | Agents in a group | To alert all agents in the corresponding group that a new ticket has been assigned to the group. | This notification will be triggered to all agents that are part of the group. |
| Ticket assigned to an Agent | Agent | To alert the agent that a ticket has been assigned to them. | Ticket assigned to agent email notifications would not be sent when an agent assigns the ticket to themselves. |
| Requester replies to a ticket | Agent | Alerts the agent assigned to a ticket when the ticket requester adds a reply to the ticket | When customers report that two emails are triggered whenever a customer replies to a ticket, then check if a trigger is set in ticket update rule to notify the assigned agent whenever a customer replies. The customer can choose to either have this enabled or the automation. |
| Agent adds comment to the ticket | Customer | To alert the customer that the agent has added a “public note” to the ticket. | When agents make use of add public note option or reply from their mailbox, this notification will be triggered for agents. |
| Ticket unattended in a group | Agents in a group | When a ticket assigned to a group has not been assigned to any particular agent by 30 minutes (default), this escalation email will be sent. | >groups and if this notification is toggle OFF, then the ticket unattended in group will not be triggered."}" style="border: 1px solid rgb(204, 204, 204); overflow: hidden; padding: 2px 3px; vertical-align: bottom; white-space: normal; overflow-wrap: break-word;">You can change the default timing by clicking on the group icon in the Admin tab. If only the ticket escalation settings are enabled under admin>>groups and if this notification is toggle OFF, then the ticket unattended in group will not be triggered. |
| First response and resolution SLA violation | Agent | When the agent has not responded or resolved a ticket within the SLA | >SLA policies. If the reminders are not enabled under SLA policies, then these notifications will not be triggered despite being toggled ON."}" style="border: 1px solid rgb(204, 204, 204); overflow: hidden; padding: 2px 3px; vertical-align: bottom; white-space: normal; overflow-wrap: break-word;">This works in conjunction with the reminder settings under admin>>SLA policies. If the reminders are not enabled under SLA policies, then these notifications will not be triggered despite being toggled ON. |
| Note added to a ticket | Agent, CC | When a customer has added a public note to a ticket. | Public notes can be added by the customers only from the portal. Again CC notifications will be triggered only for public notes and not for replies. |
| Agent solves or closes the ticket | Customer | To notify the customer if the status of their ticket has been changed to "Resolved" or "closed" | If customer satisfaction is enabled on ticket resolution/closure, then the survey will be triggered along with this notification |
Agent reply template and forward template:
This can be configured by the admin of the helpdesk and it will be a global setting. This cannot be modified based on each agent's preference.
To customize the agent reply template based on the group, we can use a liquid placeholder:
Example: The below content can be used in the agent reply template to customize based on the group.
{% if {{ticket.group_id}} == group_1_id %}
Enter Group 1 content
{% endif %}
{% if {{ticket.group_id}} == group_2_id %}
Enter Group 2 content
{% endif %}
Group ID can be fetched from the URL of the browser when accessing a specific group.
Please note that the above is just an example and we can try out different scenarios based on the above.
Customized Email notifications:
If customers are looking to send customized email notifications based on group, company, contacts, and so on, the same can be set up using ticket creation and ticket update rules.
