Currently, in Freshdesk workflow automations, the available email actions are limited to:
- Send email to requester
- Send email to agent
- Send email to group
There is no option to send an email to a custom email address or a list of email addresses entered manually. This limitation makes it difficult to notify stakeholders who are not directly involved in the ticket as requester, agent, or group member.
Proposed Enhancement
Introduce a new workflow action:
Send email to custom email address(es)
Key capabilities:
- Allow entering one or multiple email addresses
- Support comma-separated addresses
- Use the existing email template editor
- Optional validation to ensure correct email format
Use Cases
- Notify external stakeholders when specific tickets are created (e.g. VIP customers, escalations, outages)
- Inform management or leadership about high-priority or SLA-critical tickets
- Send alerts to distribution lists or shared mailboxes
- Notify third-party vendors without making them requesters or agents
Example Scenario
If a ticket is created with:
- Category = “Security Incident”
- Priority = “Urgent”
→ Automatically send an email notification to:
security-team@company.com, it-management@company.comExisting Reference
This functionality already exists in Freshservice, where workflow automations support sending emails to custom email addresses. Bringing this feature to Freshdesk would create better feature parity across Freshworks products and significantly increase automation flexibility.
Business Value
- Reduces manual forwarding of emails
- Improves visibility for critical tickets
- Enables better communication without changing ticket roles
- Aligns Freshdesk workflows with Freshservice capabilities
Expected Impact
High — this is a frequently needed automation feature for growing support teams and enterprise environments.