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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 a 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 to be 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 ticket	Agent, CC	When 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 the reply button for 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 Time triggers and Ticket updates. You can also include product-specific placeholders in your email notifications if you support multiple products.

You can watch this video to understand how you can set up an agent reply template

https://www.youtube.com/watch?v=nlwf8DI6h58&list=PLsYJ3BsyR4qGFujlW0iDtOBOf4IPVsAqt&index=12

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.

Example:

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

The default font for the portal 

An admin can set up a default font for the agent portal from Admin>Helpdesk. This is the font that your agents will use while composing messages/replies to your customers. We have included more font family and font size options. You will also be able to see a preview of how the font would look like. 

Agent’s font preferences

If you want your agents to change the font format, then you can enable the ‘Font preference for agents’ option under Admin>hepdesk. 

The agents can choose to change the font family or font size from the reply editor under the ticket details page while replying to the tickets. 

When the agents click on the icon 'A', they will be able to view and choose the formatting options as shown below :

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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 a 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 ticket	Agent, CC	When 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 the reply button 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.