Hi All,

The lovely folk in my HR department have asked if it’s possible for my company to use FreshService to use as a means of communication with external users, mainly users who we may onboard but have not yet done so.

Allowing all domains to raise tickets and to be able to log into the portal would be one way, but this is explicitly not allowed in our organization. SSO and MFA is required to access to portal and only by users with Microsoft Entra accounts.

I’ve allowed emails to be received and tickets to be created by all domains and using workflows to add notes we can instruct the external requester to submit the information they are being asked to submit by HR, the main purpose of all this.

The last problem I have left is the external requester is then emailed the default new ticket created email notification which includes the link to the support portal. I don’t want to remove that link as I want to keep it in the notification for our employees when submitting tickets.

Is it possible to create a new requester notification email for external users only? or to stop that requester notification going out to external users which I could replace with a note in a workflow instead?

Thanks