Skip to main content
Closed for Voting

Make all email notifications portal specific

Related products:Freshdesk
  • January 18, 2016
  • 6 replies
  • 29 views
G
Skilled Expert
Forum|alt.badge.img+3

Hi,


Nearly all email notifications are portal-specific. Some, however, cannot be configured - an example is the 'New Activity' message. 


With a distributed set-up of Freshdesk, where the top-level portal is not in use, these messages become a problem. When an agent clicks the link in such a message, it takes the agent to the top-level help desk rather than the group the agent is a member of.


My proposed solution would be to add the remaining messages to the Email Notification area in Freshdesk, perhaps under their own section.


Best wishes,

geirmund




6 replies

C
Community Debut
  • christine
  • Community Debut
  • May 13, 2016

I would like this feature as well.

G
Skilled Expert
Forum|alt.badge.img+3
  • geirmund
  • Author
  • Skilled Expert
  • July 17, 2016

Hi Freshdesk,


Could you please add the Watched ticket notification to the admin area so that we can make the ticket url portal-specific?



Thanks,

geirmund

S
Contributor

Hello Giermund,


Thanks for writing to us about making Ticket Urls portal specific. I'd like to understand your scenario a bit more though. Do you have a multi product configuration and are looking for product specific email notifications? Earlier in the thread, you had mentioned being able to configure some notifications but not others, can you elaborate?


Thanks,

Sudha

G
Skilled Expert
Forum|alt.badge.img+3
  • geirmund
  • Author
  • Skilled Expert
  • March 9, 2020

 Hi,


I am picking this up again, as it continues to frustrate the team.


An example of the Freshdesk notifications that are not product-specific is the Watched notifications:

  • Added as Watcher
  • New Activity
These both contain links to the top level account, rather then product-specific URLs.

Best wishes,
geirmund
G
Skilled Expert
Forum|alt.badge.img+3
  • geirmund
  • Author
  • Skilled Expert
  • March 9, 2020

 Hi,


I am picking this up again as it continues to frustrate the team.


Examples of Freshdesk notifications that do not have a product-specific URL are:

  • Added as a Watcher
  • New activity (on watched tickets)
They only include a top-level URL (that no one should use)

Best wishes,
geirmund
hemanth.ramya
Community Manager
Forum|alt.badge.img+9
  • hemanth.ramyaCommunity Manager
  • Community Manager
  • April 17, 2020

Hello Geirmund,


Thanks for your clarification! We currently do not have the option to control and customize the watcher notifications sent out for the agents. But, we will try and open this notification for customization in future. Sorry about the limitation here. 


Cheers!

Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
Terms of UseAccessibility statement