Notification Settings
Configure how and when you receive alerts about support activity.
Notification Types
In-App Notifications
- Appear in notification bell
- Real-time updates
- Badge counts
Email Notifications
- Sent to your email
- Configurable frequency
- Can include ticket details
Browser Notifications
- Desktop push alerts
- Requires permission
- Real-time
Slack Notifications
- Posts to Slack channels
- Team visibility
- Requires Slack integration
Personal Notifications
Each user configures their own preferences.
Accessing Settings
- Click your avatar
- Select Notification Preferences
- Configure options
- Save
Ticket Notifications
| Event | Options |
|---|---|
| Assigned to me | In-app, Email, Browser |
| Mentioned | In-app, Email, Browser |
| Reply on my tickets | In-app, Email |
| Status changed | In-app |
SLA Notifications
| Event | Options |
|---|---|
| SLA warning | In-app, Email |
| SLA breach | In-app, Email, Slack |
General Notifications
| Event | Options |
|---|---|
| New ticket (any) | In-app |
| Team digest | Email (daily) |
Admin Notifications
Organization-wide notifications for admins.
System Alerts
| Event | Description |
|---|---|
| Integration failures | Connection issues |
| Email delivery errors | Bounce/failures |
| High volume alerts | Spike detection |
Team Notifications
| Event | Description |
|---|---|
| User added | New team member |
| User deactivated | Member removed |
| Permission changes | Role updates |
Billing Notifications
| Event | Description |
|---|---|
| Invoice ready | Monthly billing |
| Payment failed | Issue with card |
| Usage limits | Approaching limits |
Notification Channels
In-App
How they work:
- Bell icon shows count
- Click to see list
- Mark as read
Best for:
- Non-urgent updates
- Activity awareness
- When in-app anyway
How they work:
- Sent to account email
- Contains ticket details
- Link to open in app
Best for:
- Important alerts
- When away from app
- Audit trail
Frequency options:
- Immediate
- Hourly digest
- Daily digest
Browser Push
How they work:
- Desktop notification appears
- Click to open ticket
- Even when app not focused
Best for:
- Urgent notifications
- Real-time awareness
- Desktop users
Setup:
- Click "Enable push notifications"
- Allow in browser prompt
- Notifications appear on desktop
Slack
How they work:
- Posts to configured channel
- Includes ticket summary
- Can click through
Best for:
- Team visibility
- Urgent escalations
- Workflow integration
Setup:
- Connect Slack integration
- Configure channels
- Select events
Email Digest Options
Immediate
Sent right after event occurs.
Best for: Urgent items, assigned tickets.
Hourly Digest
Bundled summary every hour.
Best for: Moderate volume, reduces interruption.
Daily Digest
Single summary once per day.
Best for: General awareness, high-volume accounts.
No Email
Disable email for specific events.
Best for: Non-critical events, avoid overload.
Quiet Hours
What They Do
Suppress notifications during off hours:
- No push notifications
- No sounds
- Emails still send (or queue)
Setting Quiet Hours
- Go to Notification Preferences
- Enable Quiet Hours
- Set start/end times
- Save
Example
Quiet Hours: 6 PM - 8 AM
Weekends: All day
Exceptions
Some events can override quiet hours:
- SLA breaches
- Urgent priority tickets
- Escalations
Mention Notifications
How Mentions Work
Use @ to mention teammates:
- @sarah in internal notes
- @support-team for groups
- @here for everyone
Mention Settings
| Setting | Description |
|---|---|
| Direct mention | @yourname |
| Team mention | @your-team |
| General mention | @here, @channel |
Notification Behavior
When mentioned:
- In-app notification
- Email (if enabled)
- Push (if enabled)
Automation Notifications
Configure notifications in automations:
Available Actions
- Send email to agent
- Send Slack message
- Send in-app notification
Example Automation
Trigger: SLA warning
Actions:
- Notify assigned agent (in-app + email)
- Slack to #support-urgent
Troubleshooting
Not Receiving Notifications
In-app:
- Check notification preferences
- Verify event is enabled
- Clear browser cache
Email:
- Check spam folder
- Verify email address
- Check frequency setting
Push:
- Verify browser permission
- Check OS notification settings
- Ensure browser is running
Slack:
- Verify Slack connection
- Check channel configuration
- Ensure app is in channel
Too Many Notifications
Solutions:
- Switch to digest mode
- Disable non-critical events
- Set quiet hours
- Unsubscribe from low-priority
Best Practices
Balance Awareness and Overload
- Enable critical notifications
- Use digest for moderate items
- Disable noise
Team Coordination
- Agree on Slack channel usage
- Avoid duplicate notifications
- Clear escalation paths
Regular Review
Monthly:
- Review what's working
- Adjust based on experience
- Update as role changes
For Different Roles
Agents:
- Assigned tickets (immediate)
- Mentions (immediate)
- Team digest (daily)
Managers:
- Escalations (immediate)
- SLA breaches (immediate)
- Performance digests (weekly)
Admins:
- System alerts (immediate)
- Billing (email)
- Security events (immediate)