Would be nice to have an option to disable email notifications per group. Currently our Customer service reps receive an email for every ticket placed. When we disable this however and we assign a ticket to another group (different from customer service), that group doesn't receive a notification. As those other groups don't check into Freshdesk that often, email notification for those groups comes in handy.
In addition, ability to customize notifications (subject, body) by Group would be very helpful. For example, a new lead could be sent a different "new ticket" notification versus a support request.
about 7 years ago
This is a really important feature. I have some groups that are used only to tag automated emails, and I dont wanna receive notifications about these ones.
over 6 years ago
I second that. It is so sad. I really like Freshdesk and I want to use it, but I cannot as I must have custom email notifications for each group. Sort of strange offering custom fields that are tied to groups, but then not tying this into per group email notifications.
about 5 years ago
I too think this is a valuable feature - agents can get alert fatigue from all the Freshdesk emails they receive, it needs to be possible to limit these to just the ones pertinent to them. We use a system of multiple groups, tickets come into a first line group but then may go elsewhere once assessed (e.g. change management) - some tickets are assigned an owner when moved between groups so the whole group does not need to be notified.
Perhaps a "only send group notifications if no agent assigned" flag would address this.
1 person likes this
almost 4 years ago
Do we have updates from you on that ?!!
almost 4 years ago
Also would need this option. Pretty please. :)
over 3 years ago
Yes we need this feature too. Please release it soon. We have few groups were lots of tickets are generated automated for an audit trail and there generate lots of email notifications that create a lot of unnecessary email noise and detract from the important email notifications.
3 months ago
The ability to turn notifications off on a per group basis would be a very useful feature. As it is, all incoming emails get put into a group and then a queue manager then puts them into a different group queue. To avoid getting "spammed" we would want to turn the notifications off for the initial queue groups.
2 months ago
The ability to turn notifications off on a per-group basis would be a very useful feature. As it is, all incoming emails get put into a group, and then a queue manager then puts them into a different group queue. To avoid getting "spammed" we would want to turn the notifications off for the initial queue groups. "valuable answers" best wishes from black boy
about 1 month ago
Apologies for the delay in addressing the request.
At the moment, we do not have the option to turn off the automated notifications based on groups. However, as a workaround, you can turn off the automated notifications that needs to be sent based on groups and then create a Ticket creation/Ticket update rule to send the email notifications based on the use-case.
Example: If you would like to send the "Ticket assigned to group" notification only to specific groups, then you can trigger the email to notify only specific groups using the Ticket creation rule under Admin >> Automations as attached in the sample screenshot. The same steps can be followed to configure different emails notifications as well based on groups. However, we shall definitely pass on your feedback to configure the settings directly under Admin >> Email notifications.