The most common activity your agents do in your service desk every day is handling the incoming requests from users. They need to be on their toes when a new incident or service request is raised and respond as quickly as possible. The only problem is, with so many tickets coming in one after the other, it is not very easy to stay on top of their game. 


The best way to make life easier is to configure an email notification that will be sent when a new ticket is created. You can also send an automatic response to your user telling them that you are looking into this issue and that it will be resolved quickly. These are the most common notifications in your service desk and will be used several times every day. 

Configurations for tickets and projects that cut across all workspaces can be configured globally. For example, user activation and agent activation emails that apply to the entire account can be configured globally. To configure notifications specific to your workspace, you can configure email notifications at the workspace level.  


Quick Guide to using Email Notifications:

  1. Go to Admin > Account Settings > Email Notifications. If your account has more than one workspace, navigate to Admin > {Worskpace Name} > Account Settings > Email Notifications.
  2. Under Agent Notification, use the toggle to enable the New ticket created notification. 
  3. Similarly, you can enable the requester email notification for the same. 
  4. Go ahead and change the content of the emails if necessary by clicking on the notification.  
  5. Use “Placeholders” to create content dynamically.
  6. Click on the Save button when you are done.

You can also set these notifications in multiple languages. Read this article for more details.


Faq:


1. Is it possible to customize the default email notification or stop email notification for only 1 or few user?


Unfortunately, it is not possible to restrict email notifications for specific users using the Admin > Email Notification Settings. If you need certain email notifications to be sent only to specific users or want to restrict some users from receiving them, you should disable the respective email notifications in Admin > Email Notification and create an automation in Admin > Workflow Automation to send notifications based on specific conditions.


2. Why are agent groups not receiving email notifications after a ticket is assigned to the group?


Navigate to the respective Workspace Admin > Email notifications and check if the Ticket assigned to Group notification has been enabled.