Freshservice Setup - Review Email Notifications

Freshservice comes with many out-of-box email notifications which can be triggered to agents and end users upon certain events. The perfect balance of email notifications will be unique to each organization, so please take a look at the default ones in Freshservice and enable, disable, and edit as you see fit.

Quick Guide to using Email Notifications:

Go to Admin > Email Notifications.

Under Agent Notification, use the toggle to enable the New ticket created notification.

Similarly, you can enable the requester email notification for the same.

Go ahead and change the content of the emails if necessary by clicking on the notification.

Use “Placeholders” to create content dynamically.

Click on the Save button when you are done.

Note on SLA Escalations: These 3 email templates in the screenshot below are triggered when a ticket is not assigned, responded to, or resolved on time.

If these become too noisy, it is not advised to disable these templates on a global basis. Instead, we recommend tweaking the Group-level or SLA-level escalation settings so that your leads can still be notified of urgent tickets needing attention.