{"id":24329,"date":"2023-09-19T10:37:57","date_gmt":"2023-09-19T10:37:57","guid":{"rendered":"https:\/\/help.desk365.io\/en\/docs\/notifications\/setting-up-notifications-in-desk365\/get-notified-every-time-a-ticket-is-created-in-your-helpdesk\/"},"modified":"2026-03-17T17:21:27","modified_gmt":"2026-03-17T17:21:27","slug":"get-notified-every-time-a-ticket-is-created-in-your-helpdesk","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/get-notified-every-time-a-ticket-is-created-in-your-helpdesk\/","title":{"rendered":"Get notified every time a ticket is created in your helpdesk"},"content":{"rendered":"\t\t
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\n Available with:<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Standard<\/span>\n <\/span>\n \n |<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Plus<\/span>\n <\/span>\n \n |<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Premium<\/span>\n <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Looking for a way to be notified every time a ticket is created in your helpdesk, even if you are not assigned to it?\u00a0<\/span><\/p>

This is a common use case, where you may want to be aware of all tickets that are coming into your helpdesk.\u00a0<\/span>You can do this easily in Desk365<\/a><\/span> by creating an Automation Rule. Let’s look at how to create a rule for this use case.<\/span>\u00a0<\/span><\/p>

\u00a0<\/span>STEP 1:<\/strong><\/p>

Under the Settings > Productivity > Automation tab, you have to create a new rule which will be triggered on newly created tickets.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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STEP 2:<\/span><\/p>

Give a name to the rule\u00a0you are creating and enter an appropriate description for it.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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STEP 3: <\/span><\/p>

Here, you have 2 options \u2013 \u201cAll of the conditions\u201d and \u201cAny of the conditions\u201d. Choose \u201cAll of the conditions\u201d\u00a0 and choose Channel\u00a0<\/b>as your property. Please select the channels through which you would like to receive tickets.<\/p>

You may select the “Any” option under “Channel” for the rule to trigger whenever a ticket is created through any channel.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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STEP 4:<\/span><\/p>

Once you have added the conditions, choose \u201cNotify Agent<\/b>\u201d and choose the agents that you wish to notify.<\/p>

Once you select the agents, you\u2019ll see a message configuration box . This is where you can customize the email notification that the agents will receive whenever a ticket is created. Use the Insert Placeholders option to quickly add dynamic fields without typing them manually.<\/p>

You can also format the message using the rich text editor to make it more readable.<\/p>

Once you are done click on Save Automation.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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That’s it. Now, each time a ticket is created through any of the channels, the rule gets triggered and the agents will be notified. This is an example of an Automation Rule that gets triggered when a ticket is created<\/a>. We also have another option- \u201cTicket Updates\u201d that gets triggered during the ticket update process<\/a>.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":5,"featured_media":0,"parent":18813,"menu_order":5,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-24329","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/24329","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=24329"}],"version-history":[{"count":23,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/24329\/revisions"}],"predecessor-version":[{"id":35958,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/24329\/revisions\/35958"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18813"}],"next":[{"title":"How to configure notification channels in Desk365?","link":"https:\/\/help.desk365.io\/en\/articles\/how-to-configure-notification-channels-in-desk365\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/26638"}],"prev":[{"title":"Notification restrictions in Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/notification-restrictions\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/20120"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=24329"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=24329"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}