Managing Agent Notification Subscriptions for Admins

Admins can manage notification subscriptions on behalf of other agents, lock specific subscriptions so agents cannot change them, and copy a full subscription set from one agent to another.

All admin actions on this screen are recorded in the audit log.

Access and permissions

• Helpdesk owners and admins can manage other agents' notification subscriptions.
• Admin and owner subscriptions cannot be locked. Locks can only be applied to agents with a lower role.
• Managers and regular agents cannot manage other agents' notification subscriptions, and so the notifications screen is not accessible to them.
• To manage your own subscriptions, use the bell icon in the top bar. The admin screen does not include your own account.

How to access an agent's notification settings

There are two ways to access an agent's notification settings.

Admin settings notifications screen (bulk view)

1. Navigate to Admin > Agents & teams > Notifications. This lists every active agent.
2. Click the pencil icon next to an agent to open their subscriptions in a modal, or copy and paste subscription settings to mirror one agent's full setup onto another.
   1. Note: If the target agent does not have access to queues that the source agent is subscribed to, those rows are skipped on paste. A notice will appear showing how many subscriptions were pasted and how many were skipped due to missing queue access. This prevents the target from receiving notifications for tickets they cannot see.

subscriptions pasted (12 copied, 3 skipped — target lacks queue access)

Agents profile notifications tab

1. To navigate to an agent profile, go to the waffle icon and select Contacts. Select Staff.
2. Click on an agent's profile.
3. Navigate to the Notifications tab.

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)

Locking a subscription

Locking a subscription prevents the agent from changing or removing it.

• Each row in admin mode has a lock toggle on the right side.
• You must subscribe the agent first. The lock toggle is disabled on rows where the agent isn't subscribed yet — there's nothing to lock.
• Click the open padlock to lock. Click the closed padlock to unlock.

What the agent sees when a row is locked

When a row is locked, the subscription button is disabled and shows a lock badge. Hovering the row displays: "Required by admin — contact your administrator to change." Screen readers announce the same message.

Changing a locked subscription

To change the email or web mode of a locked subscription, unlock it first, make the change, then re-lock if needed. Locked rows refuse all changes until explicitly unlocked, even from admins. This ensures the lock is an auditable record that the subscription is mandatory.

Overwriting admin-locked subscriptions

If the target agent has locked subscriptions, pasting will prompt a confirmation before replacing them.

Overwrite admin-locked subscriptions?
[Agent name] has N admin-locked subscription(s) that will be replaced. The locks were set by admins to make those subscriptions required.

Confirm to proceed, or cancel to leave the existing locks in place. If confirmed, the target's locks are replaced with the source's set, including any new locks from the source.

Audit log

Every change made on behalf of another agent (subscribe, unsubscribe, change email mode, lock, unlock) is recorded with the acting admin as the user. Agent-initiated changes are recorded separately. This makes it easy to identify who set a subscription and when.