Managing alerts in your service desk | Freshservice Email Notifications : Freshservice Support

Manage email notifications

Modified on: Tue, 30 Jun, 2026 at 3:57 PM

You can configure and customize automated email notifications to keep requesters, agents, and stakeholders informed about updates. Depending on your organization's setup, you can manage these notifications at two levels:

Global settings: Account-wide configurations that apply across all workspaces. For example: core account activations, global journeys.
Workspace settings: Workspace-specific configurations tailored to individual department workflows (for example: IT, HR, Facilities) for modules like Tickets, Problems, Changes, and Releases.

This article provides a list of available email notifications for the Problems, Changes, and Releases modules at the workspace level.

TABLE OF CONTENTS

Enable email notifications
Key configurations and customization

Enable email notifications

To enable email notification, follow these steps:

Go to Admin > Workspace Settings > [Workspace Name] > Workspace Settings > Email Notifications.
Enable notifications for Problems, Changes, and Releases from the respective tabs based on your requirements. For more details on each notification, refer to the sections below.

Problem notifications

These notifications keep your service desk team and related incident owners aligned during root-cause investigations and problem resolutions.

Audience	Notification Name	One-Liner Description
Requester	Problem Created	Alerts the requester that a major underlying problem has been officially logged.
Requester	Notify Incident Requester when Problem is Closed	Informs the original incident's requester that the root problem is now resolved.
Requester	Notify Requester when Problem is Closed	Alerts the problem's primary requester that the problem record has been closed.
Agent	Problem Assigned to Agent	Notifies an IT agent that they have been assigned ownership of a problem.
Agent	Incident Associated to Problem	Alerts the problem owner when an active incident is linked to their problem record.
Agent	Incident Detached from Problem	Alerts the problem owner when a linked incident is unlinked from the problem.
Agent	Problem Created	Notifies the service desk team that a new problem record has been generated.
Agent	Problem Closed	Alerts the assigned team that the problem record is successfully resolved and closed.
Agent	Notify Incident Agent when Problem is Closed	Alerts agents handling linked incidents that the underlying root problem is closed.
Agent	Note added to Problem	Notifies relevant agents when a public or private note is appended to the problem record.
Agent	Added as Watcher	Alerts an agent that they have been added to monitor the problem's progress.
Agent	Removed as Watcher	Alerts an agent that they have been removed from tracking the problem.
Agent	Completion SLA Notification	Warns or notifies agents when a problem task or resolution SLA is approaching or breached.
Agent	Task Dependency Setting Update	Notifies task owners when a blocking task or dependency sequence is updated.

Change notifications

These alerts track configuration modifications and authorization steps through the change management lifecycle, including updates sent to Change Advisory Board (CAB) members.

Audience	Notification Name	Description
Requester	Change Created	Informs the requester that their change request has been successfully submitted.
Requester	Change Approved or Rejected	Notifies the requester of the CAB or manager's final decision on their change request.
Requester	Notify Problem Requester when Change is closed	Informs the problem requester that the implementing change request is now complete.
Requester	Notify Requester when Change is closed	Alerts the direct change requester that their change has been executed and closed.
Requester	Note added to Change	Notifies the requester when a public comment or update is made on their change request.
Agent	Change Assigned to Agent	Alerts an IT agent that a new change request has been assigned to them.
Agent	Incident Associated to Change	Notifies the change owner when an active incident is linked to the change workflow.
Agent	Incident Detached from Change	Notifies the change owner when a linked incident is unlinked from the change workflow.
Agent	Problem Associated to Change	Notifies the change owner when a root problem record is linked to the change workflow.
Agent	Problem Detached from Change	Notifies the change owner when a problem record is unlinked from the change workflow.
Agent	Change Created	Alerts the IT engineering team that a new change request has been logged.
Agent	Change Closed	Notifies the assigned agents that the change request lifecycle is fully complete.
Agent	Change Approved or Rejected	Alerts the change owner immediately when an approval status update occurs.
Agent	Submit Change to CAB	Alerts the change owner or team that the change has been forwarded for board review.
Agent	Notify Problem Agent when Change is Closed	Alerts the agent managing the root problem that the implementing change is finished.
Agent	Notify CAB Member	Alerts Change Advisory Board members that a pending change requires their review and vote.
Agent	Note added to Change	Alerts assigned agents when a public or private note is added to the change record.
Agent	Completion SLA Notification	Warns or notifies agents when a change task or phase SLA is approaching or breached.
Agent	Task Dependency Setting Update	Notifies task owners when task prerequisites or sequences within the change are modified.
Agent	Added as Watcher	Alerts an agent that they have been added to follow the change request's progress.
Agent	Removed as Watcher	Alerts an agent that they are no longer following the change request.
CC / Share	CC Email Added To Change	Notifies a stakeholder that they have been copied into the change request communication.
CC / Share	Note added to Change	Notifies CC'd external stakeholders or users when a new public note is shared.

Release notifications

These events coordinate implementation rollouts, build deployments, and final handoffs back to change owners.

Audience	Notification Name	Description
Requester	Release Created	Notifies the requester that a new rollout or deployment build has been logged.
Requester	Notify Change Requester when Release is Closed	Informs the original change requester that the deployment phase is fully complete.
Requester	Notify Requester when Release is Closed	Notifies the release requester that the deployment build has been successfully closed.
Agent	Release Assigned to Agent	Alerts an infrastructure or deployment agent that they are responsible for this release.
Agent	Change Associated to Release	Notifies the release agent when an approved change is linked to the release build.
Agent	Change Detached from Release	Notifies the release agent when a change is unlinked from the release build.
Agent	Release Created	Alerts deployment teams that a new release record has been initialized in the workspace.
Agent	Release Closed	Notifies agents that the rollout or build deployment is officially completed.
Agent	Notify Change Agent when Release is Closed	Informs the change manager that the underlying release deployment has been successfully executed.
Agent	Note added to Release	Notifies relevant agents when a public or private note is added to the release record.
Agent	Task Dependency Setting Update	Alerts task owners when a prerequisite deployment task or rollout sequence step is altered.
Agent	Added as Watcher	Alerts an agent that they have been added to watch the release rollout.
Agent	Removed as Watcher	Alerts an agent that they are no longer watching the release rollout.

Key configurations and customization

Once you have configured the relevant notifications, you can modify their operational behavior, content layout, and language localizations to align with your business workflows.

Enable and disable notifications

You can use the toggle switches next to any notification name to enable or disable it instantly.

Customize email templates

Click on any notification title to open the template editor. Here you can edit the email body, modify the subject line, incorporate placeholders (dynamic data fields like Ticket ID or Requester Name), and match the styling with your organization's branding. For more details, refer to How to edit the automatic email notifications in Freshdesk.

Multilingual support

If your service desk supports global teams across multiple regions, you can translate your automated email notifications. Click En (Language) and change the email language based on your requirements.
Note: Only languages configured as supported languages in your system settings will appear in the dropdown menu. For more information, refer to Configuring Multilingual Email Notifications.