Hi @kwan_kwan_12345 

Greetings from Freshworks community.

• The watcher notification is standard for all accounts and is not customizable inside Freshdesk.
• Email notifications for ticket creation is available from the Free plan; 'Add watcher' action is available on the paid plans (Growth, Pro, and Enterprise).

Alternatively, instead of adding a person as watcher, you can create ticket creation/update rules to send email to Agent (tagged watcher) where the content of the Subject and body can be defined.

Cheers

Why has the format of these email suddenly changed? And why can we still not customize them?

Seemingly overnight, the whole format of these “New Activity [#123456] “ emails changed, and is now much less useful for our agents.

Before, it used to show what the actual ‘new activity’ was in the email body and link to the ticket page itself, but now the body of the email is only the contents of the ticket itself (not the new comment/reply), and all the links to the ticket automatically go to a “reply” box in the ticket

and in addition: at least one of our agents is now getting BOTH the old format and the new format of these emails!

Hi ​@jason_17810 

Greetings from Freshworks Community

I completely understand the issue with this change, we have raised this concern with our engineering team for further troubleshooting. I see there is a ticket created for your issue Ticket Id 17616186 .

We shall keep you posted with updates once we get some details from our engineering team on this.

Sincere Apologies for the inconvenience caused
 

Thanks

Madhu

Can we get this on the feature backlog to have some control over the template for watcher emails.

Create an Idea

numerous already exist with a significant number of votes.

Idea and e-mail the support is the way I know of how to get things into the product :) I think it need at least 15 votes to get  attention