Last updated: 2023-06-09
Managing Notifications for Problems, Changes and Releases
Managing alerts for problems, changes, and releases is an essential part of keeping your team, and requesters informed about the status of their requests. With Freshservice, you can customize these notifications to fit your organization's processes and preferences.
To manage alerts, go to Admin > Account Settings > Email Notifications. Here, you can enable or disable notifications for each event above. You can also customize the email templates for each notification to include your organization's branding and messaging.
If you support users across multiple regions, you can customize your automated email notifications based on their language. Here's a quick youtube video on how to set up multilingual email notifications in Freshservice for a detailed visual demonstration.
It's important to note that some notifications, such as when a problem is created or closed, cannot be disabled as they are classified as system notifications. However, you can still customize the email templates for these notifications.
Here is the complete list of requester and agent notifications for problems, changes, and releases.
Problem Notifications:
| Requester Notifications | Agent Notifications |
| Problem Created | Problem Assigned to Agent |
| Notify Incident Requester when Problem is Closed | Incident Associated to Problem |
| Notify Requester when Problem is Closed | Incident Detached from Problem |
| Problem Created | |
| Problem Closed | |
| Notify Incident Agent when Problem is Closed | |
| Note added to Problem |
Change Notifications:
| Requester Notifications | Agent Notifications | CC Notifications |
| Change Created | Change Assigned to Agent | Cc Email Added To Change |
| Change Approved or Rejected | Incident Associated to Change | Note Added To Change |
| Notify Problem Requester when Change is closed | Incident Detached from Change | |
| Notify Requester when Change is closed | Problem Associated to Change | |
| Note added to Change | Problem Detached from Change | |
| Change Created | ||
| Change Closed | ||
| Change Approved or Rejected | ||
| Submit Change to CAB | ||
| Notify Problem Agent when Change is Closed | ||
| Notify CAB Member | ||
| Note added to Change |
Release Notifications:
| Requester Notifications | Agent Notifications |
| Release Created | Release Assigned to Agent |
| Notify Change Requester when Release is Closed | Change Associated to Release |
| Notify Requester when Release is Closed | Change Detached from Release |
| Release Created | |
| Release Closed | |
| Notify Change Agent when Release is Closed | |
| Note added to Release |
By managing alerts effectively, you can ensure that your team and requesters are always up-to-date on the status of their requests. This can help improve communication and increase transparency, leading to a better overall customer experience.