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Separate requestor notification templates per product

Related products:Freshdesk
  • May 29, 2019
  • 5 replies
  • 18 views
A
Contributor

We would like to have different emails sent out depending on the product that the customer is requesting support for (as different products have slightly differently support policies).


Currently, we can put in a couple variables, but are not able to completely change the template based on the product.

5 replies

O
Contributor
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Is this what you are looking for? Different notifications emails for different products

You have to be on Estate or Forest.

A
Contributor
  • adam_18378
  • Author
  • Contributor
  • May 30, 2019

OK, I'll have to take a look at that.


I suppose the idea would be to disable the regular Requester Notification and use this instead. Would all the same placeholders still work?

O
Contributor
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 When you create an email with Dispatch'r, Supervisor or Observer rules the same placeholders are available as elsewhere in the system.

A
Contributor
  • adam_18378
  • Author
  • Contributor
  • June 3, 2019

Perfect - that's working well :)

hemanth.ramya
Community Manager
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  • hemanth.ramyaCommunity Manager
  • Community Manager
  • April 17, 2020

Hello!


@Adam Apologies for the delay in response. @Markhas directed you in the right way! Automation can be used to send out email notifications to requesters based on different products configured in your helpdesk. Make sure the respective email notifications are toggled off under Admin > Email notifications > Requester email notifications to prevent triggering more than one email notification.


For any further queries, feel free to reach out to support@freshdesk.com and we would be happy to help.


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 :)
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