Setting up custom email notifications for specific scenarios when tickets are created or updated helps agents save time and meet unique requests. Follow the steps below to set up a custom new ticket notification for tickets from a particular company or requester.


  1. Login to your Freshdesk account as an administrator.

  2. Navigate to Admin from the menu. Select Workflows and click on Automations.

  3. Choose the Tickets tab and under Ticket Creation, click on the New Rule button.

  4. Give your rule a name.

  5. Under the On tickets with these properties: section, choose In Tickets, then If Requester email, select Is, and enter the customer email address or domain.

    How to set up custom email notification for requesters through automation in Freshdesk?

  6. For the Perform these actions: section, select Send email to agent from the dropdown, and customize the email content as per your business requirement.

  7. Click on Preview and Save, and then Save and enable.

    How to set up custom email notification for requesters through automation in Freshdesk?


To learn more about sending custom email notifications in Freshdesk, please have a look at the following videos on Youtube.

  1. Custom Email Notifications: Sending Emails Automatically to Requesters from a Specific Company

  2. Custom Email Notifications: How to Automatically Convey SLA Expectations to High-priority Customers

  3. Custom Email Notifications: Automatically Inform Customers to Email Another Support Email Address


Please reach out to support@freshdesk.com if you require further assistance in setting up the automation rule.