We just set up FreshDesk and are testing out the features. It is important for us that we receive email notifications when a ticket is created as our IT staff are mobile and will not always be looking at the dashboard for new tickets.
Currently the New Ticket Created notification under Agent Notifications is enabled and I have assigned myself as the receiving agent. None of these notifications come through to my email. What do we need to do to get the notifications to arrive?
When a ticket is created, you could send automated emails to agents on your account notifying about the ticket creation. This notification email could be configured under Admin-->Email Notifications-->Agent Notifications-->New Ticket Created.
You could edit the content of the email to add more context. You could also include dynamic Placeholders, which could be used to send more information regarding the ticket like Requester Information and Ticket Properties.
For the New Ticket Created notification, you would be able to add agents to get notified, under the "Notify Agents" section within the same page. You could click on this option and start adding agents who would receive this notification email whenever a ticket is created.
Hope that helps.
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