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.

Email notifications from Freshdesk are automatic updates sent to both agents and ticket requestors. They keep agents informed and help ticket requestors stay up-to-date on their ticket's status, ensuring a seamless communication experience.


ARTICLE NAVIGATION


Access Email Notifications

To access the different email notifications:

  • Go to Admin > Workflows > Email Notifications

  • There are four tabs in this page, viz. Agent NotificationsRequester NotificationsCC Notifications and Templates. 
    • Agent Notifications: This gives the ability to alert the agent through notifications when your customer replies to a ticket, when a ticket is assigned to the agent etc. so that they stay in the know of ticket activities in the helpdesk
    • Requestor Notifications: This gives the ability to alert your customer through notifications when the agent solves a ticket, closes a ticket, sends a password reset email, etc.
    • CC Notifications: This gives the ability to alert the email addresses added in the CC field when a new ticket is created by the agent or when a public note is added to the ticket by the agent or customer
    • Templates: This gives the ability to customize and prefill default information you want to be added in the agent ticket replies such as dynamic content like the requestor name, ticket URLs and agent signatures

Say you want to make sure your customers receive an email immediately after they raise a ticket to assure them that their issue will be fixed in 24 hours. 

Here is how to do it: 

  • Under Requester Notifications tab, click on New Ticket Created

  • The notification template for your primary language will appear

  • You can personalize this using various placeholders. Click here to see the list of all placeholders available

  • You might want to include the {{ticket.id}} and {{public.url}} of the ticket in a new ticket notification


  • When you are doing the same for the agent notification, you can choose which agents should be notified when a new ticket is created in your helpdesk

  • Click Save to start sending out automatic email notifications immediately

  • Pro users can send out these notifications in more than one language. Learn more

Agent Notifications


The following events will notify the agent if enabled. These emails may include the ticket's URL, simplifying the process for the agent to access and review the new ticket.


Event

When to use this

New Ticket Created

Theis notification will be sent to your agents whenever a new ticket is generated in your help desk. You can select the specific agent who should receive this notification. 

Ticket Assigned to Group

This notification is sent to all agents within a group whenever a ticket is assigned to that specific group.

Ticket Assigned to Agent

This notification is sent to individual agents when a ticket is assigned to them.

Requester Replies to Ticket

When a customer responds to a previously raised ticket, the assigned agent will receive an email notification.

Ticket Unattended in Group

This notification is triggered when a ticket assigned to a group remains unattended for a duration specified in the Group settings. You can include the elapsed time since the ticket was assigned to the group in the email body.

First Response SLA Violation

This notification is sent to an agent when they have not provided a response to the ticket within the ‘first response due time’ for that ticket.

Resolution Time SLA Violation

This notification is sent to an agent when the ticket assigned to them has not been resolved within the specified "due by" time.

Note added to ticket

This notification will be sent out to the agents mentioned in “notify agents” when a note is added to the ticket by an agent.

First Response SLA Reminder

This notification is sent to an agent when the first response time of a ticket is approaching a potential violation.

Resolution time SLA Reminder

An agent will receive this notification when the resolution due by time of a ticket is nearing a potential violation. 

New threads on my tickets

Notification email will be sent out to your agents and watchers whenever a new thread is created on their tickets.

New replies on my thread

When any agent replies to the thread, the agent handling the ticket, watchers and previously tagged users will receive this email notification.

Threads I am tagged in

When any agent is tagged in a thread, that user will receive this email notification.

Requester Notifications

The following events will notify the requester if enabled.


Event

When to use this

New Ticket Created

Email notification is sent to the requester after they create a ticket.

Agent adds comment to ticket

Whenever an agent adds a comment to a ticket raised by a requester, an email is sent to the requester.

Agent Solves the ticket

An email is sent to the requesters to inform them that their ticket has been resolved.

Agent Closes the ticket

An email is sent to the requesters to inform them that their ticket has been resolved and closed.

User Activation Email

When a new customer submits a ticket, you can create a customer account in your helpdesk and send an activation email.

Password Reset Email

Requesters will receive a password reset email when they request a new password


CC Notifications

You can modify the notifications sent to email addresses added in the CC field. There are two kinds of CC notifications:
New ticket created: This notification is sent only when an agent creates a ticket on the customer's behalf and adds someone as a CC. CC notifications will not be sent when the customer sends an email with a CC address or when the agent adds a CC address in their replies because those emails will be delivered to the CC address mailbox as emails (making notifications redundant).
Note added to ticket: This notification is sent to everyone in CC when a public note is added, whether they were added by agent/customer.

Example:

  1. Ticket is created by the agent with a CC email address

  2. The new ticket created notification is sent to the CC address

  3. The reply added to the ticket will not be sent as a notification to the CC address because they will receive it as an email

  4. The public note added notification will be sent to the CC address - no matter how the ticket was created


Event

When to use this

New Ticket Created

This notification will be sent to the CCed recipients if the Requester has included email addresses in the CC field when submitting a ticket to your helpdesk.

Note added to ticket

When a public note is added by an Agent or Requester, an email is sent out to the CCed person to inform them about the latest comment.


Templates

Every time an agent clicks on the reply button to a ticket, the contents of the agent reply template will be shown to them. For example, if you want all your agents to add the public ticket URL in their replies or if you want to standardize all the agent signatures, you can do that through the reply template. When the agents reply, they can add to the template or even edit it. 


Go to Admin > Email Notifications > Templates > Edit to edit templates

You can also send out custom notifications based on various properties of a ticket, such as the ticket being open for quite some time or an agent receiving a bad satisfaction rating, using automation like Supervisor and Observer. You can also include product-specific placeholders in your email notifications if you support multiple products.


Template

When to use this

Agent Reply Template

Customize and prefill default information for all agent ticket replies using the Reply Template.

Agent Forward Template

Customize and prefill default information that you want to include in agent ticket forwards using the Forward Template.


Changing Font Settings

The default font for the portal 

An admin can set up a default font for the agent portal from Admin>Helpdesk. This is the font that your agents will use while composing messages/replies to your customers. We have included more font family and font size options. You will also be able to see a preview of how the font would look like. 



Agent’s font preferences

If you want your agents to change the font format, then you can enable the ‘Font preference for agents’ option under Admin>hepdesk. 

The agents can choose to change the font family or font size from the reply editor under the ticket details page while replying to the tickets. 

When the agents click on the icon 'A', they will be able to view and choose the formatting options as shown below :