If you need to notify your customers of an update, you can add an announcement to the
Freshservice dashboard and it will be visible to everyone who accesses your service desk

This comes in handy when, for instance, a downtime is expected and you would not want
customers to report something that you’re already aware of.

To add an announcement,

  • Log into your Freshservice account.

  • Click on Announcements from the right sidebar of the dashboard. The Announcement pop-up screen will open.

  • Click on + New Announcement from the right sidebar of the pop-up.

  • You’ll taken to a page where you can enter the title for your announcement followed by the content which you wish to share with your customers. 

  • Set the start date and end date for your announcement in order to set how long you want it to be visible to your customers. 

  • Set visibility permission. You can choose to show the announcement to everyone, or specific agents, or agent groups. 

  • Check Also send this announcement by email to email the announcement. Make use of the email recipient field to add the email addresses to which you wish to send the announcement.

  • Once done, click Save