We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.
Your Freshdesk account comes equipped with a default automation rule to notify customers when an agent adds a public note to their ticket. This helps bring the agent's response to the customer's attention immediately and keeps them informed of the progress in their issue.
Please follow the below steps to enable the automation rule to notify customers when an agent adds a public note.
Login to your Freshdesk account as an administrator.
Navigate to Admin from the menu. Select Workflows and click on Email Notifications.
Under the Requester Notifications tab, turn on the Agent Adds Comment to Ticket notification.
Click Edit to customize the subject and the description of the email.
