Notifying users at the right time can improve response and resolution times. In addition to receiving updates on Freshservice activities through emails, agents and requesters can now choose to receive in-browser and desktop notifications through the Notification Center for certain events such as approval requests and ticket updates. The Notification Center can be accessed by clicking on the bell icon at the top right corner of the screen, and displays events that occurred in the last 30 days.




Types of Events

Notifications can be enabled or disabled for different types of events by navigating to Notification Center (bell icon) > Settings and toggling the corresponding event types to ON or OFF.



The event types that are available for agents and requesters are:


Agents


Event Type

Description

Service Request sent for my approval

Agents who have been added as approvers on a service request will receive this notification. Clicking on it will redirect the agent to the approval page for the service request.

Approval decision on service request

Agents to whom a service request is assigned will be informed when its approval or rejection happens.

Change sent for my approval

Agents who are members of Change Advisory Boards and have been added as a approver on a change will receive this notification. Clicking on it will redirect the agent to the approval page for the change.

Approval decision on change

Agents to whom a change is assigned will be informed when its approval or rejection happens.

Contract sent for my approval

Agents who have been added as approvers on a contract will receive this notification. Clicking on it will redirect the agent to the contract and allow them to approve or reject it.

Approval decision on contract

Agents who create and submit a contract for approval will be informed when its approval or rejection happens.

New ticket created

Agents who are marked as requesters on a ticket will be notified when such tickets are created. In addition to this, agents who are explicitly added under the “Notify Agents” section in the New Ticket Created email notification will be informed each time a new ticket is created in the system.

Requester responds to ticket

Agents to whom tickets are assigned, or are added as watchers to a ticket, will be notified each time the requester responds to the ticket.
Public note added to ticket

Agents to whom tickets are assigned, or are added as watchers to a ticket, will be notified each time someone adds a public note to the ticket.
Private note added to ticket

Agents to whom tickets are assigned, or are added as watchers to a ticket, will be notified each time someone adds a private note to the ticket.

Status updated on ticket

Agents to whom tickets are assigned, or are added as watchers to a ticket, will be notified when a ticket is marked as resolved or closed.

Ticket assigned to my group

Agents who are members of a group will be notified if a ticket is assigned to the group.

Ticket assigned to me

Agents will be notified if a ticket is assigned to them.


Requesters


Event Type

Description

Service Request sent for my approval

Requesters who have been added as approvers on a service request will receive this notification. Clicking on it will redirect the requester to the approval page for the service request.

Change sent for my approval

Requesters who are members of Change Advisory Boards and have been added as a approver on a change will receive this notification. Clicking on it will redirect the requester to the approval page for the change.

New ticket created

Requesters who create tickets, or those who are marked as requesters on a ticket will be notified when such tickets are created.

New response to ticket

Requesters who create tickets for themselves, and users who are marked as requesters on a ticket will be notified when an agent replies, or a public note is added to the ticket.

Status updated on ticket

Requesters who create tickets, or those who are marked as requesters on a ticket will be notified when a ticket is marked as resolved or closed.


Sounds

The in-browser notifications within Freshservice can be accompanied by a sound. These sounds can be turned ON or OFF by navigating to Notification Center (bell icon) > Settings and toggling the speaker icon to the ON or OFF state.


Desktop Notifications

If notifications for a particular event type have been enabled, then Freshservice can alert you of these events through push notifications in your operating system in addition to in-browser notifications. These OS-based push notifications can alert you even if you’re working in a different browser tab, or have minimized the browser window.


Enabling Desktop Notifications

Desktop notifications can be enabled by navigating to Notification Center (bell icon) > Settings, and clicking on "Enable" against "Desktop notifications have not been enabled".


Blocking/Re-enabling Desktop Notifications

Blocking or re-enabling desktop notifications requires the web browser settings to be modified. Instructions for commonly used web browsers are available below: