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When creating the Service Catalog there is a way to customize how the email alerts are sent out.  There are a nice selection of placeholders to choose from.  Is there a way to have that information appear in the actual content of the email, and not just a subject line?  As I am building out more in depth Service Catalog areas, some more description before getting to the ticket within FreshService would be helpful.  

Hi @Denise.S.P,

You can customize different email notification templates per service item using the workflow automator. The workflow will trigger when the service request is raised and an email can be sent to the requester, agent, group or cc’d user.

 

 

 

 

 

 

In the email template, click on ‘Insert Placeholder’ and search for the service item in question to fetch placeholders for custom fields inside the service item. Similarly you can do this for other service items.

 

 

 

 

 

 

 

 

This way, you can provide some additional information to the email recipients regarding their request. Let us know your thoughts.

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