Email notifications keep your agents and customers automatically informed about ticket activity. This article explains how to access, configure, and customize the different notification types available in Freshdesk.

TABLE OF CONTENTS

• Overview of email notifications
• Configure agent notifications
• Configure requester notifications
• Configure CC notifications
• Customize reply and forward templates

Prerequisites

Before configuring email notifications, make sure you have the following permissions and requirements:

• Administrator access to your Freshdesk account
• Set up a verified support email address
• Pro or Enterprise plan for multi-language notifications

Overview of email notifications

Freshdesk lets you send automatic email notifications to agents and requesters when specific ticket events occur. These notifications ensure that everyone involved in a ticket is informed without any manual follow-up. 

For example, you can notify customers when agents add comments or public notes to their tickets with a customized email with a link to the ticket.

Tip: Email notifications are triggered automatically based on ticket events. However, to perform more advanced actions, such as updating fields, assigning tickets, or sending conditional emails, use automations.

Email notification types

The following table provides details about the different categories of email notifications:

For all notification types, you can configure the following settings:

• Enable or disable each notification type based on your requirements
• Edit the email template for the subject and body
• Insert dynamic placeholders (for example, {{ticket.id}}, {{ticket.url}}) to include ticket-specific information
• Configure multiple languages and customize templates for each language. When editing translations, the ⚠️ icon indicates that a translated version may be outdated and should be reviewed.
  Note: Multiple-language support is available only with the Pro plan.

Access email notifications

To access and configure different types of email notifications:

1. Go to Admin > Workflows > Email Notifications.
2. Select the relevant tab to view and configure notifications for each category.
   
   The following sections provide detailed information on configuring the different email notification types.

Note: If your account has multiple support email addresses, all notifications are sent from the primary email address. Also, failure notifications related to email configuration are sent to the account administrator.

Configure agent notifications

Agent notifications inform agents about ticket events in your account. You can turn each notification type on or off and customize the email templates. 

The following table provides details on the different events for which you can trigger agent email notifications:

Note: The SLA-related notifications are available only from the Pro plan.

Example: notify agents when a new ticket is created

Your support team wants every agent in the Billing group to receive an email whenever a new billing ticket is received. For this, you can configure the New ticket created agent notification:

1. Go to Admin > Workflows > Email Notifications.
2. Select the Agent Notifications tab.
   
3. Click New Ticket Created.
4. Edit the subject line and message as needed.
5. In the Notify Agents section, add the agents who should receive this notification. For ecxample, all agents in the Billing group
   
6. Use placeholders such as {{ticket.id}} and {{public.url}} to include dynamic ticket information.
7. Click Save. 
8. Enable the toggle to activate the notification.

Note: You can add multiple agents only to the New ticket created agent notification. For all other notification types, only the assigned agent on the ticket receives the notification. If you want to notify multiple agents on other event types, set up an automation rule.

Configure requester notifications

Requester notifications keep customers informed about activity on their tickets. The following events trigger a notification to the requester:

Note: If you turn off the User activation email notification, customers will not receive an activation email after signing up unless you send it manually from the contact profile. Password reset emails are also affected when this toggle is off.

Example: send notifications to the requester when an agent solves the ticket

Notify the ticket requester proactively once an agent resolves the ticket, ensuring they are aware their issue has been addressed.

1. Go to Admin > Workflows > Email Notifications.
2. Select the Requester Notifications tab.
   
3. Click Agent Solves the ticket.
4. Customize the email body.
   Add placeholders such as {{ticket.id}} and {{public.url}} to give customers a direct reference to their ticket.
   
5. Click Save.
6. Enable the toggle to activate the notification.
   
   

Note: If requesters receiving duplicate notifications when a new ticket is created, a ticket creation automation rule may be sending an additional email alongside this default notification. Check the ticket activity log (Show Activities) to see if an automation rule ran on that ticket. If the rule includes a Send email to requester action, remove it or add a Skip new ticket email notification action to prevent duplicates. 

Configure CC notifications

CC notifications are sent to users added as CC on a ticket. These notifications ensure that stakeholders copied on a ticket are informed about key updates without being directly involved in ticket handling.

When a ticket is created with CC users, they receive the initial notification. The subsequent agent replies are delivered directly as regular emails rather than separate notification triggers. However, whenever a public note is added to the ticket, a notification is sent to all CC’d users regardless of how the ticket was created.

 The types of CC notifications you can send are:

• New ticket created: This notification is sent to users added in the CC field only when an agent creates a ticket for a customer and adds them as CC. 
• Note added to the ticket: Sent to everyone in CC when a public note is added.

Example: notify stakeholders about escalations

Automatically notify managers when a public note is added if they are included as a CC on the ticket. Ensure that the relevant stakeholder is added as a CC when creating or updating the ticket.

1. Go to Admin > Workflows > Email Notifications.
2. Select CC Notifications.
   
3. Click Note added to ticket.
4. Review or customize the email template if needed. You can also add placeholders.
5. Click Save.

Customize reply and forward templates

Reply and forward templates define the default content that appears in the agent reply editor when an agent responds to or forwards a ticket.

You can include the [#{{ticket.id}}] in the subject line to ensure that email conversations are threaded properly. You can also control the content that appears by setting a default font in Helpdesk Settings and allow agents to choose their own font preferences.

To update a reply or forward template:

1. Go to Admin > Workflows > Email Notifications.
2. Select Reply Templates.
   
3. Edit the required template.
   
4. Use Insert Placeholder to add fields such as Ticket ID.
5. Click Save.