Smart notifications provide important real-time alerts right inside Freshdesk. This way you can prioritize your next action and respond faster. You can open the Notification Center by clicking on the bell icon in the navigation bar.



With smart notifications, you will no longer have to rely on your email notifications to stay updated on the latest activities in your helpdesk.


In-app notifications include the following:


Notification

Definition

Tickets Assigned to Me

Notifies the agent when a ticket is assigned to them so they can start working on it.

Tickets Assigned to My Groups

It notifies all agents in a group when a ticket is assigned to their group, helping them stay informed about new assignments.

New Tickets

Alerts agent when a new ticket is created, ensuring awareness of incoming requests.

New Responses on My Tickets

Notifies the assigned agent when a new response is added to their ticket, prompting follow-up.

New Threads on My Ticket

Informs the assigned agent when a new thread is added to their ticket, ensuring visibility of all communications.

New Replies on My Thread

Alerts the agent when a reply is posted on a thread they started, keeping them engaged.

Threads I'm Tagged In

Notifies an agent when tagged in a thread, ensuring they can respond if needed.

Email Notification Delivery Failure

Alert agents if an email notification fails to deliver, providing troubleshooting options.

Status Updates on My Tickets

Notify the assigned agent when their ticket status is updated, informing them of progress.

Private Notes I'm Tagged In

Alerts an agent when tagged in a private note, ensuring they can review and respond as needed.

Public Notes I'm Tagged In

Notifying an agent when tagged in a public note, helping them address customer-facing updates.

Reminders on First Response

Sends a reminder about first response SLA deadlines to help agents meet response expectations.

Reminders on Resolution Time

Alert agents about resolution SLA deadlines to ensure timely ticket resolution.

Reminders on Next Response

Sends reminders for next response SLA deadlines, preventing delays in ongoing conversations.

Escalations on First Response

Notifying the assigned agent and manager when a first response SLA is breached prompts urgent action.

Escalations on Resolution

Alerts the assigned agent and manager when a resolution SLA is breached, ensuring high-priority cases are addressed.

Escalations on Next Response

Notifies the assigned agent and manager when the next response SLA is breached, maintaining communication timelines.

Agent reply delivery failure

Informs an agent if their reply fails to deliver, providing failure reasons and retry options.

Agent reply delivery pending

Notifying an agent if their reply is pending delivery allows them to monitor its status.


The types of notifications in order of priority are:

  • New ticket assigned to you 

  • New ticket assigned to your group 

  • Status updated on a ticket you were assigned to 

  • New response on a ticket assigned to you

  • Note added on a ticket you are following 

  • New tickets created in your helpdesk

  • When a teammate invites you to collaborate on a ticket


You can set your notification preferences or mark all your notifications as read using the two icons at the top right corner of the Notification Center.


Notification preferences

You can choose to receive alerts for the activities that are important to you. Your agents can set up their own set of notifications too.


To change your notification preferences, 

  • Click on the Preferences icon at the top right corner of the Notification Center.
  • Enable the notifications that are relevant to you by clicking on the globe icon against each type of notification.
  • You can also mute your notifications by turning on Silent Notifications. 



Desktop notifications

You can also choose to enable desktop notifications. That way, even if you are working in another tab or application, the desktop notification will alert you about any activity in your helpdesk. When you click on Reply within the notification, it goes straight to the related ticket. To set up desktop notifications:

  • Click on Enable desktop notifications under Preferences in the Notification Center.



  • In the subsequent prompt, click on Allow to allow your browser to display desktop notifications.



Unblocking notifications from Freshdesk:

  • If you block notifications but would like to enable them at some later time, you can do so by clicking on the lock icon at the left corner in the address bar.
  • Click on the arrow next to Notifications in the dropdown that appears.
  • You can choose to always allow notifications from Freshdesk or have the browser ask for permission every time you open the Freshdesk web app.



  • By default, Chrome will not display desktop notifications in fullscreen mode. However, if you prefer working in this mode, you can manually enable desktop notifications (available only on Mac).
  • Navigate to chrome://flags in a new Chrome tab.
  • Search for Enable native notifications and click on Enabled in the dropdown.