How do I get email notifications any time a customer creates a new topic or comments on an existing topic in my Forum?
As you can see at our forum here, we receive a lot of feedback/suggestions from our customers. We need to be notified every time a new topic is created or a comment is added to a topic.
How do I accomplish this? Any help would be appreciated!
For individual forum categories, agents (or admins) can subscribe to receive notifications:
Go to the desired forum category in your support portal.
Click the "Follow" button at the top.
This will send you email notifications whenever a new topic is posted in that category.
However, this only notifies you personally, not the whole team.
To notify specific agents or groups, set up Observer rules:
Navigate to Admin > Automations > Observer.
Create a rule like:
Event: When a new topic is created or a comment is added
Condition: Topic is under the Forum
Action: Send email to agent/group
Note: Native Observer support for forum actions may be limited in some Freshdesk plans, so check if your plan supports forum event triggers.
Ensure your agents have the right notification settings enabled:
Go to Profile > Email Notifications
Ensure “New topic created” and “New comment added” (under Forums section) are checked.
If you need team-wide notifications, you might also consider setting up a shared email inbox and subscribing that inbox to your forum categories.
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