Email notifications are essential for keeping your clients, agents, and administrators informed about key events and updates in your service desk. Freshservice for MSPs supports two levels of configuration:
Global Email Notifications – Apply across all clients, except clients that have their customized email notification setting.
Client-level Email Notifications – Customized for individual clients.
This article explains how to manage and configure email notifications at both global and client levels, including default behaviors, override settings, and use cases.
Before you begin
The following permission is required to configure the email settings:
Manages Mailboxes and Email Notifications
Use cases for Email Notifications
Email notifications are triggered by various events such as ticket creation, user activation, and project tasks. Some common use cases include:
Notifying a contact when a new ticket is created.
Informing an agent when a task is assigned.
Sending automatic responses acknowledging receipt of a request.
Enable email notifications
To enable email notifications, follow these steps:
Go to:
Global level - Admin > Account Settings > Email Notifications.
Client-level - Admin > [Client Name] > Account Settings > Email Notifications.
Go to the one of the following tab:
Users
Tickets
Tasks
Optional, enable the Customize setting for [Client Name] toggle button, if you want to change notifications at client-level.
Locate the specific notification you want to configure, such as New ticket created.
Toggle the switch to enable the notification.
Click on the notification name to open the email editor.
Modify the subject line and email body as needed.
Click Insert Placeholders to use placeholders (e.g., {{ticket.id}}, {{requester.name}}) to insert dynamic content into the email.
Click Save to apply your changes.