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Reduce frequency of Ticket Notifications to Agents

Related products:Freshdesk
  • August 8, 2012
  • 1 reply
  • 28 views
C
Contributor
I dont know about everyone else, but as agents we can get a lot of ticket notifications throughout the day.

I think its good to get a notification that a new ticket has been submitted to your group, but it would be great if you could set freshdesk to issue those notifications; immediately (as it does not), every hour, every 4 hours or every day.....if any option other than immediately is selected, Freshdesk should consolidate the notifications into one email.

The same could apply to all types of agent notifications.

1 reply

M
Contributor
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  • mikael.felix
  • Contributor
  • August 31, 2021

Our developer agents are also complaining about too many email.

I think the ootb Group notification “Ticket Assigned to Group” can be better targeted.

Currently when a ticket is assigned to a Group + Agent, all members of the Group get an assignment notification even though the ticket is already assigned to an Agent.

All members should be notified if the Agent field is empty, but in the case this is not empty why “spam” all members?, this will reduce email and improve perception of the Freshdesk tool.

 

Mikael

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