You may need to notify specific team members whenever a particular type of ticket is created and afterwards updated. For example:

• When tickets come from a particular customer, you notify their assigned CSM or representative.
• When tickets have the a Type called "Technical Issue", you notify a designated engineer or program manager.
• When tickets have the "Urgent" Priority, you notify a designated Supervisor.
• When tickets pertain to a particular Product, you notify the designated product manager.
• When you want to automatically add CC recipients for tickets created by requesters from specific email domains.

You can use automation rules to either add the required person as a Watcher on the ticket or add their email address as a CC. They will receive a notification every time a ticket is updated.

To create these rules:

1. Go to the automations page.
   • Freshdesk: Admin > Workflows > Automations
   • Freshdesk Omni: Admin Settings > Configuration and Workflows > Ticket Automations
2. Go to the Ticket Creation tab and click New rule.
3. Provide an appropriate name for your rule.

4. Set your conditions in the On tickets with these properties section.

   Use Case	Condition
   Based on language	In Contacts > if Requester language > Is or Is not > languages
   Based on ticket property	In Tickets > if Priority or Type or Status or Product or other > Is or Is not > values
   Based on requester	In Tickets > if Requester email > Is > value
   Based on subject or description	In Tickets > if Subject or Description or Subject or description > Contains > phrase
   Based on company	In Companies > if Company Name > Is > value
   Based on form submission	In Tickets > if Form > Is > Ticket Form name
   You can chain multiple conditions together by clicking Add new condition. Choose whether ALL or ANY conditions are enough. In this example, this rule affects a ticket if it has the "Urgent" priority OR if it has any of the shown words in its subject.

5. Set 1 or more notification rules in the Perform these actions section.
   • Add watchers: Add watcher > select agents.
   • Add a CC email: Add a CC > provide email ID. You can automatically add existing or new contacts as CC recipients when tickets are created based on conditions such as ticket source, requester, or email domain.
6. Click Preview and save.
7. After you review your rule, click Save and enable.

Your rule is created and is visible on the Ticket Creation tab. Remember that automation rules are executed in order from top to bottom. If you have multiple rules enabled, reorder them to make sense for your workflow. The following are some examples of adding watchers:

Based on your business needs, you may need to send an automatic customized email to customers, agents, and groups. For example:

• You have different products and brands and have an automated reply for each one reflecting the brand's voice.
• You have VIP clients and you have a specific message for when they create a ticket.
• You need to ping multiple teams when a request comes in. For example, when a refund request comes in, you email the billing team to process the request and the QA team to investigate the customer behavior.
• You want to identify specific form submissions and send emails to different recipients based on the submitted form. 

Note: 
1) If you create a custom conditional reply for customers, you may want to turn off the default automatic reply. Go to Admin > Workflows > Email Notifications > Requester Notifications and toggle off the New Ticket Created option.
2) You can also create separate automation rules to send customized email replies for tickets assigned to specific Groups.
3) You can configure CC and BCC recipients in email notifications to notify multiple stakeholders when specific ticket conditions are met.

To create these rules:

1. Go to the automations page.
   • Freshdesk: Admin > Workflows > Automations
   • Freshdesk Omni: Admin Settings > Configuration and Workflows > Ticket Automations
2. Go to the Ticket Creation tab and click New rule.
3. Provide an appropriate name for your rule.

4. Set your conditions in the On tickets with these properties section.

   Use Case	Condition
   Based on ticket property	In Tickets > if Priority or Type or Status or Product or other > Is or Is not > values
   Based on requester	In Tickets > if Requester email > Is > value
   Based on subject or description	In Tickets > if Subject or Description or Subject or description > Contains > phrase
   Based on tag	In Tickets > if Tag > Contains all/any of > tag value Important: If using this condition, ensure that a rule to add the tag is placed higher in your list of automation rules.
   Based on company	In Companies > if Company Name > Is > value
   You can chain multiple conditions together by clicking Add new condition. Choose whether ALL or ANY conditions are enough. In this example, this rule affects a ticket if it has the "Urgent" priority OR if it has any of the shown words in its subject.

5. Create your email replies in the Perform these actions section.
   • Email the customer: Use the Send email to requester action.
   • Email a colleague or team: Use the Send email to group and/or Send email to agent actions.
   • Select the agent or group, if applicable.
   • Customize the forward request in the Subject and Description fields. Use dynamic placeholders to insert ticket properties and other values.
   • If necessary, click Add new action and repeat for the requester or other agents and groups.
6. Click Preview and save.
7. After you review your rule, click Save and enable.

Your rule is created and is visible on the Ticket Creation tab. Remember that automation rules are executed in order from top to bottom. If you have multiple rules enabled, reorder them to make sense for your workflow. The following are some examples of using custom email replies:

• Custom Acknowledgment Emails & Auto-Replies: Send tailored acknowledgment emails to requesters when a ticket is created. Use placeholders for dynamic content. Exclude specific individuals by adding a condition "Requester email is not [add email address]".
• Multi-Product / Unique Email Responses: Trigger different responses by checking the "To email" or "Product" conditions. Format these so the automation details aren't saved in the public ticket thread.
• App Review Auto-Replies: Automate standard responses for 5-star Playstore reviews by filtering for relevant positive keywords in the subject line.
• Internal Note for Email Tracking: Send an automated email with the ticket number to the customer, and configure the rule to automatically add the same email content as a private note on the ticket.
• Configuring Customized Replies with Exclusions: When setting up an automated email response to customer inquiries, ensure the reply-to address is a valid support email (not a "no-reply@" address). Use the "+" icon to insert dynamic placeholders (like {{ticket.id}} or {{contact.name}}) to customize the content. To exclude specific email addresses from receiving the auto-reply, add a condition such as "Requester email is not [email address]." 

If you have configured business hours and holidays, you can set up an automation rule to reply to a customer when they reach out during non-working hours, i.e. when your agents are OOO (out-of-office).

To create these rules:

1. Go to the automations page.
   • Freshdesk: Admin > Workflows > Automations
   • Freshdesk Omni: Admin Settings > Configuration and Workflows > Ticket Automations
2. Go to the Ticket Creation tab and click New rule.
3. Provide an appropriate name for your rule.
4. Set your conditions in the On tickets with these properties section.
   • For OOO agents: In Tickets > if Created > During > Non-Business hours or Holidays > select a configuration.
5. Use the Send email to requester action in the Perform these actions section.
   • Customize the reply in the Subject and Description fields. Use dynamic placeholders to insert ticket properties and other values.
6. Click Preview and save.
7. After you review your rule, click Save and enable.

Your rule is created and is visible on the Ticket Creation tab. Remember that automation rules are executed in order from top to bottom. If you have multiple rules enabled, reorder them to make sense for your workflow.

You can create automation rules to send custom messages to internal Slack channels based on ticket properties.

Important: Integrate the Slack app before creating these rules.

These automation rules push messages to Slack with the following layout:

1. The first element is the Message you defined, with the dynamic placeholders replaced with actual values.
2. The second element is the standard Freshdesk data snippet, which contains: 
   1. Ticket ID and Subject as the header with a link to the ticket in Freshdesk
   2. Requester Name
   3. Priority
   4. Assigned agent name
   5. Description of the ticket abbreviated to 120 characters
   6. The Slack message will also be color-coded in the sidebar based on Status.

You can use dynamic placeholders to send any other information from the ticket as necessary. To create these rules:

1. Go to the automations page.
   • Freshdesk: Admin > Workflows > Automations
   • Freshdesk Omni: Admin Settings > Configuration and Workflows > Ticket Automations
2. Go to the Ticket Creation tab and click New rule.
3. Provide an appropriate name for your rule.
4. Set your conditions in the On tickets with these properties section.
5. Select the Push to Slack action in the Perform these actions section.
   • Select the Slack channel from the Push to dropdown.
   • Customize the message in the Message field.
   • Optionally, use dynamic placeholders to insert ticket properties and other values. Keep in mind the following 3 substitutions to send plain text instead of HTML to Slack.
   • Use {{ticket.description_text}} instead of {{ticket.description}}
   • Use  {{ticket.latest_public_comment_text}} instead of {{ticket.latest_public_comment}}
   • Use {{ticket.latest_private_comment_text}} instead of {{ticket.latest_private_comment}}
6. Click Preview and save.
7. After you review your rule, click Save and enable.

Your rule is created and is visible on the Ticket Creation tab. Remember that automation rules are executed in order from top to bottom. If you have multiple rules enabled, reorder them to make sense for your workflow.

• Troubleshooting Slack Push Executions: If a rule designed to push notifications to Slack fails to trigger despite matched conditions, check the rule execution order. Ensure this specific rule is placed higher than generic rules that might match first and halt further execution.
• Avoiding "IS" vs. "Contains" Failures in Slack Rules: If a Slack notification rule fails to execute, check if your subject or description conditions are set to IS. The "IS" condition requires an exact match of the entire subject or body text, which often fails due to minor formatting differences. Update these conditions to Contains or Has any of these words to ensure reliable triggers.
• Slack Alerts for Requester Domains: Avoid using custom text fields like "Requester Domain" as rule conditions if they do not automatically populate upon ticket creation. Instead, use the native condition In Tickets > Requester Email > Contains > [domain] to trigger your Slack push alerts reliably.

You may need to turn off notifications based on different conditions. For example:

• For particular sources such as chat
• For particular contacts that reply from a different ticketing system that creates a loop

To create these rules:

1. Go to the automations page.
   • Freshdesk: Admin > Workflows > Automations
   • Freshdesk Omni: Admin Settings > Configuration and Workflows > Ticket Automations
2. Go to the Ticket Creation tab and click New rule.
3. Provide an appropriate name for your rule.
4. Set your conditions in the On tickets with these properties section.
   • For a particular ticket property: In Tickets > If Product or Source or Type or other > value
   • For a particular contact: In Tickets > if Requester email > Is > support@domain.com (use the customer's support email)
   • For keywords: In Tickets > If Subject or description > Contains > keyword or phrase (such as "Ticket Received")
5. Use the Skip new ticket email notifications action in the Perform these actions section.
   • Optionally, add the Mark as spam action.
6. Click Preview and save.
7. After you review your rule, click Save and enable.

Your rule is created and is visible on the Ticket Creation tab. Remember that automation rules are executed in order from top to bottom. If you have multiple rules enabled, reorder them to make sense for your workflow.

Other Examples

Send automatic acknowledgment emails