This can be done using an automation rule under Admin > Workflows > Automations > Ticket creation > New Rule. Add an Action 'Add Watcher' and choose yourself from the list of agents, along with the other actions for that rule. Add this extra 'Action' to all the automation rules (under the ticket creation tab) you have set up. This will add you as a watcher to tickets that get created on your account. You will then start receiving notifications on all updates and correspondences made on tickets.


  • The watcher notification is standard for all accounts and is not customizable inside Freshdesk.
  • Email notifications for ticket creation is available from the Free plan; 'Add watcher' action is available on the paid plans (Growth, Pro, and Enterprise).