Freshdesk allows you to send your customers automated email notifications that will make sure that your users are always well-informed of the progress of their solution. You can also send notifications to your agents to alert them of updates in the ticket or a new ticket in their queue.


Quick guide to using email notifications

  • Go to Admin > Helpdesk Productivity > Email Notifications
  • You will notice that there are three tabs in this page, viz. Agent Notifications, Requester Notifications and Reply Templates.


Agent Notifications

Email Notification

What it is used for

New Ticket Created

To notify all agents when a new ticket comes into their helpdesk

Ticket Assigned to Group

To notify agents who belong to a group that a ticket has been assigned to their group

Ticket Assigned to Agent

To notify an agent that a ticket has been assigned to them

Requester Replies to Ticket

To notify the agent assigned to a ticket whenever a requester adds a reply

User Activation Email

To notify someone if they have been added as a new agent

Ticket Unattended in Group

When a ticket assigned to a group has not yet been assigned to any agent within a stipulated time (default: 30 minutes), this will send an escalation mail

First Response SLA Violation

When a ticket has not gotten its first response within the time given by the SLA

Resolution Time SLA Violation

When a ticket has not been resolved by an agent within the time given by the SLA

Password Reset Email

When the Forgot Password link is clicked on the login page


Requester Notifications

Email Notification

What it is used for

New Ticket Created

To notify the customer that their ticket has been created

Agent Adds Comment to Ticket

To notify the customer when an agent adds a public note to their ticket

Agent Solves the Ticket

To notify the customer when their ticket status is changed to “Resolved”

Agent Closes the Ticket

To notify the customer when their ticket status is changed to “Closed”

User Activation Email

To notify someone if they have been added as a new customer

Password Reset Email

When the Forgot Password link is clicked on the login page


Agent Reply Templates

You can configure the contents that show up in the subject and body of a reply whenever an agent sends a reply. You can also use dynamic placeholders while editing.

This is very helpful if you want to maintain a standard response, or a signature that all your agents should use. When an agent adds a reply, his text box will automatically contain the template that is filled in the Agent Reply Template.


Multi-language Notifications

If you support multiple languages, you can set up email notifications in all the languages you support. So if your default language is set to, say, French, you will receive notifications in French. But if your requestor sends in an email in, say, Russian, Freshdesk will automatically detect his language and his notifications will be in Russian. Alternatively, you can also go to the requestor’s profile and set a default language for him.

If you choose to change your notification message in your default language, the automatic setting will be to mark other language notifications as outdated. This will flag all your notifications in other languages as being outdated, so that you change that as well. You can uncheck the option if you want to retain your old notification for the other languages and change only your primary language notification.