The different email notifications and what they do:

  • Go to Admin > Helpdesk Productivity > Email Notifications
  • You will notice that there are four tabs in this page, viz. Agent Notifications, Requester Notifications, CC Notifications and Reply Templates
  • Agent Notifications: This gives the ability to alert the agent through notifications when your customer replies to 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
  • Reply Templates: This gives the ability to customize and prefill default information you want added in the agent ticket replies such as dynamic content like the requestor name, ticket URLs and agent signatures

 

     
Event
Who to notify
When to use this
User activation emails
Customers and Agents
When a new customer or agent is created in Freshdesk. This notification cannot be turned off for an agent.
Password reset emails
Customers and Agents
When an agent or a customer clicks on the Forgot password link in the login page. This cannot be turned off for agents and customers.
New ticket created
Customers, CC
To notify the corresponding customer that a ticket has been created for them. You might also want to add a link to the ticket in your support portal here.
New ticket created
Agents
To notify select agents every time a ticket is created in the helpdesk.
Tip: Make sure to add the required agents' names using the 'Notify Agents' button on the New Ticket Created template page.
Ticket assigned to a group
Agents in a group
To alert all agents in the corresponding group that a new ticket has been assigned to the group.
Ticket assigned to an Agent
Agent
To alert the agent that a ticket has been assigned to them.
Requester replies to a ticket
Agent
Alerts the agent assigned to a ticket when the ticket requester adds a reply to the ticket 
Agent adds comment to the ticket
Customer
To alert the customer that the agent has added a “public note” to the ticket. Disable this option if you would like to use public notes for non-invasive ticket updates.
Ticket unattended in a group
Agents in a group
When a ticket assigned to a group has not been assigned to any particular agent by 30 minutes (default), this escalation email will be sent. You can change the default timing by clicking on the group icon in the Admin tab.
First response and resolution SLA violation
Agent
When the agent has not responded or resolved a ticket within the SLA
Note added to a ticketAgent, CCWhen a customer has added a public note to a ticket.
Agent solves or closes the ticket
Customer
To notify the customer if the status of their ticket has been changed to "Resolved" or "closed"

 

You can also receive email notifications when a new topic or post is created in the Forum. Here's how to do it. 

For example, let's 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
  • Garden and Estate users can send out these notifications in more than one language. Learn more


Agent reply templates


Every time an agent clicks on reply 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. 

You can edit the template by clicking on Admin > Email Notifications > Reply Template.


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.


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.



  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


Changing Font Settings


You can change the font for all these templates if you don't like a particular font or believe it doesn't fit.


  • On the Email Notifications page, you can see the default font displayed on the top right
  • Click on Change
  • Choose the font you want to use from the list of available ones
  • Click on the Checkmark to save your changes or click on the Crossmark to cancel your changes



Your chosen font is now set as the default font for all outgoing communications like agent notification, requester notifications or a ticket reply. When you paste your email text from another source instead of typing it out, the font property of the pasted text is removed and your default font is applied to the text. All other customizations such as font size, capitalizations, and so on, are retained. 



The different email notifications and what they do:

  • Go to Admin > Helpdesk Productivity > Email Notifications
  • You will notice that there are four tabs in this page, viz. Agent Notifications, Requester Notifications, CC Notifications and Reply Templates
  • Agent Notifications: This gives the ability to alert the agent through notifications when your customer replies to 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
  • Reply Templates: This gives the ability to customize and prefill default information you want added in the agent ticket replies such as dynamic content like the requestor name, ticket URLs and agent signatures

 

  
Event
Who to notify
When to use this
User activation emails
Customers and Agents
When a new customer or agent is created in Freshdesk. This notification cannot be turned off for an agent.
Password reset emails
Customers and Agents
When an agent or a customer clicks on the Forgot password link in the login page. This cannot be turned off for agents and customers.
New ticket created
Customers, CC
To notify the corresponding customer that a ticket has been created for them. You might also want to add a link to the ticket in your support portal here.
New ticket created
Agents
To notify select agents every time a ticket is created in the helpdesk.
Tip: Make sure to add the required agents' names using the 'Notify Agents' button on the New Ticket Created template page.
Ticket assigned to a group
Agents in a group
To alert all agents in the corresponding group that a new ticket has been assigned to the group.
Ticket assigned to an Agent
Agent
To alert the agent that a ticket has been assigned to them.
Requester replies to a ticket
Agent
Alerts the agent assigned to a ticket when the ticket requester adds a reply to the ticket 
Agent adds comment to the ticket
Customer
To alert the customer that the agent has added a “public note” to the ticket. Disable this option if you would like to use public notes for non-invasive ticket updates.
Ticket unattended in a group
Agents in a group
When a ticket assigned to a group has not been assigned to any particular agent by 30 minutes (default), this escalation email will be sent. You can change the default timing by clicking on the group icon in the Admin tab.
First response and resolution SLA violation
Agent
When the agent has not responded or resolved a ticket within the SLA
Note added to a ticketAgent, CCWhen a customer has added a public note to a ticket.
Agent solves or closes the ticket
Customer
To notify the customer if the status of their ticket has been changed to "Resolved" or "closed"

 

You can also receive email notifications when a new topic or post is created in the Forum. Here's how to do it. 

For example, let's 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
  • Garden and Estate users can send out these notifications in more than one language. Learn more


Agent reply templates


Every time an agent clicks on reply 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. 

You can edit the template by clicking on Admin > Email Notifications > Reply Template.


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.


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.



  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


Changing Font Settings


You can change the font for all these templates if you don't like a particular font or believe it doesn't fit.


  • On the Email Notifications page, you can see the default font displayed on the top right
  • Click on Change
  • Choose the font you want to use from the list of available ones
  • Click on the Checkmark to save your changes or click on the Crossmark to cancel your changes



Your chosen font is now set as the default font for all outgoing communications like agent notification, requester notifications or a ticket reply. When you paste your email text from another source instead of typing it out, the font property of the pasted text is removed and your default font is applied to the text. All other customizations such as font size, capitalizations, and so on, are retained.