Freshservice lets you send out email alerts to your requesters and agents regarding activities that take place with problems, changes and releases. You can enable or disable these notifications depending on your processes and how your organization works.
There are few alerts that are classified as system notifications. These cannot be disabled by the user. Here is a complete list of notifications available in Freshservice:
Problem Notifications:
Event |
Who gets notified |
Problem is created |
Requester |
Problem is closed |
Requester |
Problem is assigned |
Agent |
Incident is linked to problem |
Agent |
Incident is delinked from problem |
Agent |
Problem is closed |
Incident Requester |
Problem is closed |
Incident Agent |
Event |
Who gets notified |
Change is created |
Requester |
Change is assigned |
Agent |
Change is closed |
Agent |
Problem is linked to change |
Agent |
Problem is delinked from change |
Agent |
Incident is linked to change |
Agent |
Incident delinked from problem |
Agent |
Change is approved / rejected |
Agent |
Release Notifications:
Event |
Who gets notified |
Release is created |
Requester |
Release is assigned |
Agent |
Release is closed |
Agent |
Change is linked to release |
Agent |
Change is delinked from release |
Agent |
Incident is linked to change |
Agent |
Incident delinked from problem |
Agent |