Agent Notification Customization

  • 24 February 2023
  • 1 reply

Is it possible to have the new ticket notification both email/in Freshservice go only to a few agents in the group vs. all the agents in a group? 

1 reply

Userlevel 5
Badge +9

Hi @ellietech 


You would need to create a smaller group (a new group with only the agents you are interested to get notified),


You may create a workflow Automator rule for new tickets creation (based on your conditions) and set it an action to send email to the agents you're interested.


Please be advised that this last approach would still send the notification to all members of the group; in order to avoid this, you would need to disable send notifications to groups, having in mind that this would affect all notifications of ticket creation for assigned groups.


If this is ok with you,  this would be the way to go.


Hope this helps.