Creating custom email automations specific to groups when tickets are created or updated helps agents save time and meet unique requests. You can set up customized notifications specific to groups by creating, 


Automation rule to run on ticket creation

Automation rule to run on ticket updates


Automation rule to run on ticket creation

Follow the steps below to set up an automation rule to run on newly created tickets assigned to a specific group.

  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 Groups, select Is, and enter the group name.

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

  7. Click on Add new action and select Skip New Ticket Notification option.

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

    Set up custom email notification specific to groups through ticket creation automations in Freshdesk.



Automation rule to run on ticket updates

Follow the steps below to set up an automation rule specific to groups to run on ticket updates.

  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 Updates, click on the New Rule button.

  4. Give your rule a name.

  5. Under the When an action performed by... section, select Agent or requester option.

  6. Under the Involves any of these events section, choose Status is changed, then From Any status, To Resolved (or Closed).

  7. For the On tickets with these properties: section, select In Tickets, then If Groups, Is, then provide the group name that should receive the custom email notification.

  8. Under the Perform these actions: section, select Send email to requester from the dropdown, and customize the email content as per your business requirement.

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

    Set up custom email notification specific to groups through ticket updates automations 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.