How to Change Default Assign Notification Email Template to Use Helpdesk URL?

Business Apps Frappe Helpdesk
1

Hi everyone,

I need some help figuring out how to update the default email template that the system sends when a ticket is assigned.

Current Issue

The assign notification email currently includes a link pointing to the Desk interface, for example:
https://{domain}/app/hd-ticket/183

However:

  • Our staff does not have Desk access permissions.

  • The Desk interface is not suitable for our workflow.

Expected Behavior

We want the email template to use the Helpdesk URL instead, e.g.:
https://{domain}/helpdesk/tickets/183

Question

Where can we modify the system’s default assign email template so that it always generates the Helpdesk URL instead of the Desk URL?

Any guidance, documentation, or pointers to the correct files or settings would be greatly appreciated.
Thank you!

2

@hailm
Greetings of the day.
We can modify it over here or override the file
frappe/templates/emails/new_notification.html, create the same file in our custom app [your_app/templates/emails/new_notification.html]
In this HTML file, based on the condition, we can modify the link

1 Like
3

We are using the frappe cloud, can we update this file?

4

Then use overriding the file