+4It would be nice to have more possibilities to customize when an email notifications should be sent or not sent.
For example set conditions to send out/ skip mail notifications when ticket is closed/resolved based on all the values in ticket.fields:
Groups
Categorys
Type
Custom fields
+8
+1This is a great request I’d love to see implemented universally on the platform, including within the projects module. Additional control over email notifications using metadata/variables would be a very welcome addition.
+8Love this idea! Customers complain of email fatigue and it’s a delicate balancing act to ensure they get the info they need without being inundated with too many emails as a ticket is worked. The possibilities if we could adjust email notifications:
+1I second this.
The current solution of binary on/off switches for predefined conditions is extremely limited compared to competitor’s solutions and gives admins no choice but to flood inboxes with extraneous emails or else risk missing important notifications altogether.
Zendesk, for example has a mature system of triggers and automation rules that allow admins to precisely define not only which conditions will generate a notification but also the order in which they will be processed. Admins can create as many combinations of email templates and trigger conditions as they need for their environment:
About Zendesk triggers and how they work – Zendesk help
About automations and how they work – Zendesk help
Conversely, in FreshService, we have a limited number of predefined email templates that can only be turned on or off, and the conditions that trigger them and the order in which they are processed is not clearly explained.
E.g. I can send an email when a ticket is resolved, but if the agent replies and resolves the ticket at the same time, the requester will receive two emails - one for the reply and a second for the solve. Then a third when the ticket is closed, since there is no option to skip the ticket closed notification if the requester already received a resolved email.
Similarly, when a new ticket is created and automatically assigned, the agent immediately receives 3 separate emails: New ticket created (Agent), Assigned to Group (Agent), Incident Assigned (Agent). There doesn’t appear to be any way to reduce this redundancy without completely disabling some of the notifications, which would then mean tickets that are not auto assigned would generate no notification.
If the agent lists themselves as both requester and agent, they receive a 4th email: Ticket Received (Requester)
+5I second this.
The current solution of binary on/off switches for predefined conditions is extremely limited compared to competitor’s solutions and gives admins no choice but to flood inboxes with extraneous emails or else risk missing important notifications altogether.
Zendesk, for example has a mature system of triggers and automation rules that allow admins to precisely define not only which conditions will generate a notification but also the order in which they will be processed. Admins can create as many combinations of email templates and trigger conditions as they need for their environment:
About Zendesk triggers and how they work – Zendesk help
About automations and how they work – Zendesk help
Conversely, in FreshService, we have a limited number of predefined email templates that can only be turned on or off, and the conditions that trigger them and the order in which they are processed is not clearly explained.
E.g. I can send an email when a ticket is resolved, but if the agent replies and resolves the ticket at the same time, the requester will receive two emails - one for the reply and a second for the solve. Then a third when the ticket is closed, since there is no option to skip the ticket closed notification if the requester already received a resolved email.
Similarly, when a new ticket is created and automatically assigned, the agent immediately receives 3 separate emails: New ticket created (Agent), Assigned to Group (Agent), Incident Assigned (Agent). There doesn’t appear to be any way to reduce this redundancy without completely disabling some of the notifications, which would then mean tickets that are not auto assigned would generate no notification.
If the agent lists themselves as both requester and agent, they receive a 4th email: Ticket Received (Requester)
Hi
I fully agree with you. In our case, I opted to switch off quite a number of the pre-defined email notifications and (where possible) had to replace them with custom workflows that send out email notifications based on specific triggers. At least that way you have a little more control on the recipients, conditions etc…
However I haven’t found a solution for the multiple notifications when a ticket is resolved, includes an agent reply/note and then closed.
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