Skip to main content
Answer

Email notifications not sending on submission of new ticket

  • January 19, 2025
  • 1 reply
  • 52 views
S
Apprentice

We’ve recently started experiencing an issue whereby email notifications for both internal support group members and the requester are no longer being sent/received on submission of a new support case via email.

Email notifs are being sent when actions are being taken on the ticket (e.g. status updated, etc.) however not on submission (which acknowledges that the ticket was received, alerts team members of a new case, etc.)

I’ve seen references to possible sending issues caused by Freshworks imposed blocks due to high spam volumes (which we’ve been experiencing). Any help from an official Freshdesk agent on the matter would be greatly appreciated.

Best answer by Yusuf Ahmed

Hi ​@SP006,

 

Greetings from Freshworks community and Thank you for reaching out.

Could you please navigate to Admin > Email Notifications > Requester Notifications and check if the "New Ticket Created" notification is enabled? If it is disabled, the email notification for new ticket creation could be handled by an automation rule under Admin > Automation > Ticket Creation.

There’s a possibility that your team may have set up an automation to send the creation notification only to certain emails or to be triggered only to specific tickets which matches the automation.

 Please review the automation settings and make changes if that's the case.

If the issue persists, please email us at support@freshdesk.com with more details, and we will investigate further.

1 reply

Yusuf Ahmed
Community Manager
Forum|alt.badge.img+8
  • Yusuf AhmedCommunity Manager
  • Community Manager
  • Answer
  • April 27, 2025

Hi ​@SP006,

 

Greetings from Freshworks community and Thank you for reaching out.

Could you please navigate to Admin > Email Notifications > Requester Notifications and check if the "New Ticket Created" notification is enabled? If it is disabled, the email notification for new ticket creation could be handled by an automation rule under Admin > Automation > Ticket Creation.

There’s a possibility that your team may have set up an automation to send the creation notification only to certain emails or to be triggered only to specific tickets which matches the automation.

 Please review the automation settings and make changes if that's the case.

If the issue persists, please email us at support@freshdesk.com with more details, and we will investigate further.

Yusuf Ahmed, 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 :)
Terms of UseAccessibility statement