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How to notify all agents, or a group of agents on New Ticket Created

  • 4 October 2022
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Userlevel 1

Is there a way to simply notifiy all agents, or a group on new ticket created?  Keeping individual agents updated on Admin/Agent Notification per type seems rather error prone.

 

Thanks!

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Best answer by Aishvarya 5 October 2022, 06:55

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Userlevel 5
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Hi @jasonish 

 

Greetings from the Freshworks community!

 

We do have default email notifications under Admin → Email notifications that gives the ability to alert the agent through email.

New ticket created - To notify select agents every time a ticket is created in the helpdesk. Make sure to add the required agents' names using the 'Notify Agents' button on the New Ticket Created template page.

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

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In addition to the default notifications, you can also add customised email notifications through automation rules when specific action takes place.

Sample rule:

zYk1WYP3e7QC0FKGv9JEddLxUsmnMWmNv-gQjznjmku4PkOfDP-oIboLtRjKqf_B4qd-8N_uTqQHH4iBPHy5c9evXMTrL3ju9exic7s2VJBxuvoVZlNxktRrV84zp8E81WCeSObRa-EA4VeRm7EU8brNOhp-5cbX3_x_HPNuBehbB1lvYkSCR7FsaA

 

Hope this helps :)

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