Hi @MariamP, 

Thank you for reaching out!

Unfortunately, we will not be able to send an email to external users in bulk. Alternatively “Announcements” option can be used to inform about any new change.  

You can create a new announcement and schedule it for a period of time so that it appears in the Announcement section as well have has an option to enter recipients in the external user section. 

Thanks! :) 

Two options I can think of that may be possible:

• Set up the recipients as requesters/contacts in Freshservice - it is free and they don’t need to sign in to receive an email. If your email notifications mask the email content, use the forward function to explicitly send the canned response.
• I can’t confirm this is possible, but you could use an email distribution group within Microsoft 365 (or the equivalent in another environment) and add the groups email address as a requester. Note: all recipients will receive the same email, even if you use placeholders like {{requester.first_name}}

Hello @MariamP this may be a more robust solution but you could look into Freshservice for Business Teams and onboard your Payroll Department.

https://www.freshworks.com/freshservice/solutions/enterprise-service-management/

Depending on how your joiners work… I would

1. Include the payroll team in your joiners workflow, so they get a notification
2. Use a scenario automator to trigger a workflow. The scenario automator will need to make a significant update to trigger the workflow - So, Add a Tag, update the status and post a note. 

Both solutions would involve a workflow that will let you

• This will allow you to send emails to external addresses
• Post an update to the ticket
• Send the email
• Set the status of the ticket appropriately
• Assign the ticket appropriatly

Although it’s not a canned response, the work required from the agent would be similar, they would just execute the scenario rather than the canned response.