There are two types of emails that Freshdesk will send:

  • emails to our customers who have logged tickets
  • emails to support agents


There is a detailed explanation of how to configure and use Email Notifications within the Freshdesk support site.


Currently the PRC Support site is set up so that our customers will only ever receive an email when

  • an agent explicitly replies to their support ticket
  • an agent explicitly forwards an email to them using Freshdesk
  • an agent creates a New Email addressed to them using Freshdesk
  • they request that their password is reset


Agents will receive an email when

  • an account is created for them
  • they request that their password is reset
  • when a note is added to a ticket and they are listed in the people to notify
  • a customer updates a ticket that is assigned to the agent (either by replying to an email or editing the ticket information in the PRC Support site)

Escalation emails are generated and sent to the person listed in Admin > General Settings > Groups.  These are triggered if a ticket remains unassigned for more than a specified time period.  It is possible to turn these off.