Manage Notifications with the Notification Center
Each agent can customize their notification preferences to control which alerts are received and how they are delivered. Use the notification center (bell icon, upper right corner) to manage your settings.
Note: Admins can manage and lock notification subscriptions on behalf of agents. If a subscription appears greyed out with a lock badge, an admin has marked it as required. Contact your administrator to make changes.
Manage notification preferences
- In the agent portal, click the bell icon in the top right corner
- Click on the three dots icon
- Select
change notification preferences - Choose the desired subscription and delivery method for each notification type (Ex. Receive new ticket notifications for the legal and PO approval queue only)
- Click done
Types of notifications
Notifications are organized into the following categories:
- Replies
- Message added: A message is added to a ticket assigned to you
- Staff note added: A staff note is added to a ticket assigned to you
- @ User mentioned: Your email has been CC-ed in ticket, message or staff note
- SLA (if enabled)
- My SLA deadline reminders: A ticket assigned to you is about to breach
- My SLA breaches: A ticket assigned to you breached SLA
- SLA breach escalation: Triggered if listed as a recipient in SLA breach notification settings
- Watched tickets: A ticket you are watching is updated
- Assignments
- Ticket assigned: A ticket is assigned to you
- Ticket unassigned: A ticket is unassigned from you
- Ratings
- New rating: A ticket assigned to you has been rated
- Ticket rating: A rating is received for any ticket
- Tickets
- Ticket status changed: The status of a ticket assigned to you is changed
- Ticket created in any queue I have access to: A new ticket is created to a queue you have access to
- Tip: Notification settings can be customized per queue (ex. Receive new ticket notifications for the legal and PO approval queue only)
- Other
- Staff change: Changes to help desk staff
Notification delivery options
For each topic, the following delivery options are available:
- Web/in-app notifications only (white bell icon)
- Web/in app plus email notifications
- No notifications (crossed out black bell icon)