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Open : Open for Consideration

Watcher notification email templates

Related products:Freshdesk
  • March 20, 2023
  • 9 replies
  • 119 views
H
Contributor
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There's no way to configure the watcher notifications, which is very limiting as we wish to customise their content. 

September 18, 2023

Thanks for your post! We do have a plan to invest in this area in 2024! We're still at the early planning stages so I can't say yet if this is definitely a capability we'll support, but it will be carefully considered. Thank you, again.

 

    9 replies

    S
    Skilled Expert
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    • stuartwilkie
    • Skilled Expert
    • May 4, 2023

    Seconded. It is even more frustrating when you have multiple products/portals - and the links are therefore wrong. You can customise the other notifications, but not these!

      thecatalyst
      Community Debut
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      • thecatalyst
      • Community Debut
      • September 18, 2023

      Thanks for your post! We do have a plan to invest in this area in 2024! We're still at the early planning stages so I can't say yet if this is definitely a capability we'll support, but it will be carefully considered. Thank you, again.

       

        alyssia.correa
        Skilled Expert
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        New Idea→Open : Open for Consideration
        Ally, Freshworks Community Manager
        S
        Skilled Expert
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        • stuartwilkie
        • Skilled Expert
        • October 23, 2024

        This hasnt had any updates for a while - any news? Its a bit of a glaring hole/oversight in the notifications - every other one can be customised via a template.

        Worst of all though - the notifications as they are don’t follow the Ticket.Portal.Url - they just use ticket.url - which doesnt work if you use multiple portals/products.

        Really needs attention please!

        S
        Skilled Expert
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        • stuartwilkie
        • Skilled Expert
        • October 23, 2024

        There’s a second thread running for the same thing here: Watcher's notifications | Freshworks Community

         

        Come on Freshdesk, lets get the core bits working right

          alyssia.correa
          Skilled Expert
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          The following idea has been merged into this idea:

          All the votes have been transferred into this idea.
          Ally, Freshworks Community Manager
          alyssia.correa
          Skilled Expert
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          Heyy @stuartwilkie - thanks so much for alerting us here! I’ve clubbed the ideas so that the extra votes can be added in. We need a minimum of 15 votes for it to be passed on to the Product team.

          Ally, Freshworks Community Manager
          S
          Skilled Expert
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          • stuartwilkie
          • Skilled Expert
          • October 24, 2024

          Thanks @alyssia.correa - great thanks. I think there are other threads on this too - I’ll try and find so you can merge them too. In the mean time - this has 15 votes now, so hope it will go to the product team and should be a reasonable change. Given templating is available for other notifications, hoping it won’t be a significant task.

           

          Hope to hear progress soon!

          S
          Skilled Expert
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          • stuartwilkie
          • Skilled Expert
          • October 24, 2024

          @alyssia.correa - here is another! Watcher Email Notification templates - change from Ticket URL to Product specific ticket URL | Freshworks Community

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