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

  • 4 October 2022
  • 1 reply

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.




Best answer by Aishvarya 5 October 2022, 06:55

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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.


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.



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

Sample rule:



Hope this helps :)