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I got an email titled “New Activity” as follows:

 

I want to change the content of this email but can’t find it in Email Notifications -> Agent Notifications.

Can anyone tell me where it is?

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

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