The "New ticket created" agent notification email can be set to be sent to agents whenever a ticket is created in your Freshdesk account. This can be configured under Admin > Workflows > Email Notifications > Agent Notifications > New Ticket Created.
If the agents do not receive this email, kindly check if it is toggled on. Further, Only the agents whose names are added under the 'Notify agents' section would receive this email each time a ticket is created. You can add as many numbers of agents under this section.
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Configuring Email notifications
Apart from the default New ticket email notification (Admin > Workflows > Email notifications > Requester notifications), there might be a Ticket creation automation rule (Admin > Workflows > Automation > ticket creation) that sends an email every time a new ticket is created to the requester. Please check on the reported ticket's Show Activities to see if there was any automation rule executed on that ticket.
You can navigate to the corresponding automation rule by clicking on the rule link for that activity. From within the automation rule, verify if there is an action 'Send email to requester' within the rule. If so, you can remove this action or add another action 'Skip new ticket email notification to the automation rule, to prevent notification email duplication in cases where this automation rule is triggered on tickets.
To turn off this sign up email from being sent to the requesters, please go to Admin --> Workflows --> Email Notifications --> Requestor notifications and turn off User activation email.
Using Freshdesk’s automatic email notifications, you can prioritize your work and be aware of new tickets, customer responses, and much more from within your helpdesk.
Please follow the below steps to edit the email notifications to customize them per your business requirement.
Login to your Freshdesk account as an administrator.
Navigate to Admin from the menu. Select Workflows and click on Email Notifications.
Click on the Edit icon next to any email notification.
You can make use of the “Insert Placeholder” option to add dynamic content and personalize the email subject and its content.
Click Save.
To notify the customer when a ticket is closed or resolved, please navigate to Admin --> Workflows --> Email Notifications -->Requester Notification-->Turn on the notification for Agent closes the ticket and Agent Resolves a ticket. This would send a notification email whenever a ticket raised by them is marked as Resolved/Closed.
There could be instances where you would like to close specific tickets without notifying the requester that the ticket was closed.
In such cases, you could click on the ticket from the tickets list, which would take you to the ticket details page. Within the ticket details page, to the top, you would find the "Close" option. You could click on the "Shift" key and simultaneously click on the Close option.
This would close that particular ticket, without sending out the default notification for when "Agent Closes a Ticket", to the requester.
SLAs in customer support service are time-based deadlines agreed upon by the customer and outlined in contracts or terms of service. After you set up SLA in your Freshdesk account, you can configure SLA reminders and SLA violation notifications to alert agents of upcoming SLA breaches.
Please follow the steps below to set up the first response SLA notification email and resolution SLA notification emails.
Login to your Freshdesk account as an administrator.
Navigate to Admin from the menu and select Workflows. Click on Email Notifications.
Under the Agent Notifications tab, turn on the following notifications based on your requirements
First Response SLA reminder,
Time SLA reminder,
First Response SLA violation, and
Resolution Time SLA violation notifications.
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.
When merging 2 tickets, you can prevent the email notification from being sent to customers that ticket has been closed.
While merging tickets in Freshdesk, there is an option to set as Not visible to contact, choosing which, the merge action will not be notified to the customers. This has to be enabled in all the tickets that are being merged into one, i.e., the original ticket as well as the ticket(s) being merged.
You can also edit the content of the note by clicking on Edit note option as shown below:
A template helps maintain a standard of support replies across a large support team. Typically, an agent reply template has greetings and signatures, so agents needn’t spend time on them but instead concentrate on solving the issue. The templates can also contain pre-written answers for specific support scenarios, like refund requests, etc.
Please follow the below steps to set up agent reply templates in Freshdesk.
Login to your Freshdesk account as an administrator.
Navigate to Admin from the menu. Select Workflows and click on Email Notifications.
Under the Templates tab, click on the Edit icon next to the Agent Reply Template.
You can make use of the “Insert Placeholder” option to add dynamic content to the Reply editor and personalize the agent replies.
Click Save.
Here is a youtube video with a detailed demonstration providing specific examples for setting up agent reply templates to help you get started.
Email notification templates in Freshdesk allow you to customize unique, customer-centric notification emails. Freshdesk comes equipped with a default email notification that automatically responds to customers when they create a ticket. You can edit the message and subject of the notification to suit your business needs.
Please follow the steps below to edit or customize the New Ticket Created notification.
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, click on the Edit button next to any New Ticket Created notification.
Make the necessary modifications and click on Save.
Note: You can edit the Message or Subject of the notification and save it to send a custom notification to the requesters.
To notify agents on new ticket assignment,
- Go to Admin > Workflows > Email Notifications > Agent notifications
- Toggle on notification for "Ticket assigned to agent"
After enabling notifications, If the agents are not notified of tickets assigned to them, write to support@freshdesk.com for further help.
The automated response the customer receives after a ticket is created is the default email notification you have set up under Admin > Workflows > Email Notifications > Requester Notification > New ticket created. You can edit the subject of the notification to your preference.
