Skip to main content
Closed for Voting

Email notifications per producct

Related products:Freshdesk
  • March 10, 2015
  • 6 replies
  • 44 views
F
Apprentice

Hey,


It could be really nice to have an option to customize the email notification per product:

customize the text itself and the "Agents to notify" feature per product.


For example: have a different "New Ticket Created" template per Product A and for product B.

If a ticket is being raised for product A, the team of product B won't receive an email about this ticket.


Today it is not possible, since all emails of "new tickets" are being sent to a specific notification address, no matter what product it is.

Also, the same template is used for both products, and although we can use the placeholders for minor changes, its not enough..


Thanks

6 replies

sukanya.arunachalam
Active Contributor
Forum|alt.badge.img+1

Hi Yuval,


I wanted to let you know that we had a work around for this scenario and here it goes ->


As far as requester notifications are concerned, you can turn off the new ticket created notification and set a Dispatch'r rule for the same. That rule will have this as the condition ' TO IS' or 'Group is ' and the action would be 'Send email to Requester'.


You can create a similar one for Agent Notifications as well if you are pointing to agent notifications and that should help you partially achieve your use case. 


In the mean time we will definitely figure out a permanent solution. Hope this helps! Let me know your thoughts.

Sukanya
F
Apprentice
  • frogportal
  • Author
  • Apprentice
  • March 16, 2015

Hey,


This is indeed a nice option. However the Dispatch'r stops after one rule has been activated, and we already have few rules in there.

In the best case scenario this idea will make us to clone all the existing rules, so we have them for each product.

In the worst case (ours) it is not possible since we have Dispatch'r rules with "Match ANY of the below conditions" and so I cannot add the condition you suggested- ' TO IS' or 'Group is ' since it will be activated even if it's not the right product.


We will wait for the permanent solution for the time being.

Thanks for your help.



Z
Apprentice

I am having the same issue as Yuval, I cannot use Dispatcher rules to create the requester response as I an already using dispatcher rules for other things and with this setup, my other dispatcher rules are not being processed. Observer rules do not have the ability to send an email from ticket creation either. We really need to be able to send differently messaging to our clients for our different products as they have different policies and support hours. 


Please allow this

Thx

Z

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Thanks, Zaida. The team is working on some enhancements with respect to Multiple Products and I'll if I can get this request added.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
A
Community Debut

Hi,

news about this topic?

I'm interested if lately there have been updates, since I find the same need.


Thx

A

A
Community Debut

Hello All,


Did you get a chance to try the new Automations?


We have revamped our Automations and you will be able to find all your Dispatch'r rules under 'Ticket creation', Supervisor rules under 'Time triggers' and Observer rules under 'Ticket updates'.  


Using the Ticket creation rule, you will be able to choose the type of rule execution. Upon choosing "Execute all matching rules", you will be able to trigger multiple rules on one single ticket. You can setup a rule to trigger email notifications based on a product and this will get executed along with the other existing rules that matches the ticket.


Hope this helps!


Cheers!

Terms of UseAccessibility statement