Applicable plans: Sprout Blossom Garden

When customers submit a new ticket or send an email to your support desk, you can send them an automated email notification with a link to their support ticket. Email Notifications come in handy when you need to alert customers when your agents add a comment to the ticket or resolve the issue. You can also alert your agents about new tickets assigned to them, status changes and customer replies using Email Notifications.


 

Quick Guide to using Email Notifications:

  • Click on Email Notifications from the Admin Page

  • Use the corresponding checkboxes to enable or disable notifications you want.

  • If you want to make changes, click on Customize Email next to any of the alerts.

  • Use “Placeholders” to create content dynamically.

  • Click on the Save changes button when you are done.


The different Email Notifications and what they do:
 

Event

Who to notify

When to use this

Activation Emails and Password Resets

Customers and Agents

When a new customer or agent is created in Freshdesk

New Ticket Created

Customers

To notify 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 everytime a ticket is created.

Tickets assigned or unattended in Group

Agents in group

To alert all agents in the corresponding group.

Ticket assigned to Agent

Agent

To alert the agent that a ticket has been assigned to them.

Agent adds comment

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.

First response and resolution SLA violation

Agent

When you need to notify agents about SLA violations and overdue tickets

Requester replies or re-opens the ticket

Agent

To alert the agent that the customer has made a change on the ticket they are working on

Agent resolves or closes the ticket

Customer

To notify the customer about the status change in the ticket they are working on