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We have 2 different departments using freshdesk. We do this by making them 2 different groups, each with a different email address to create the tickets.  Staff in each group only see their own, and a few staff who are in both see both, it is super handy and we love it!

Unfortunately, we can only set one requestor notification for our account.

Is the recommendation to simply use Automations and make one that gets triggered when one group gets an email, and make a different one when another group gets an email?

Hi ​@chris.adams 

Greetings From Freshworks Community

Using automation we can have customize email notification based on Group. We can toggle OFF the default email notification available under Admin → Email Notification. 

 

For the new ticket created notification for different groups we can set up an automation under admin → Automation → New Rule  → When a ticket is created → In Tickets → If Group → “”Group name” → send email to requestor.

 

 

Do let me know if you have any follow up questions or concern.

Have a good day :)

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