Last updated: 2025-03-27
Settings
To access Ticket notifications, go to three-dotted menu > Settings. The users can find the agent name, email ID & URL that has been logged in.
Notification Settings
To control the notifications you want to receive, go to Settings > Notification Settings.
Select the actions for which you wish to receive notifications. You can receive notifications for
The list of notifications include:
| Notification | Definition |
| Tickets Assigned to Me | Notifies the agent when a ticket is assigned to them so they can start working on it. |
| Tickets Assigned to My Groups | It notifies all agents in a group when a ticket is assigned to their group, helping them stay informed about new assignments. |
| New Tickets | Alerts agent when a new ticket is created, ensuring awareness of incoming requests. |
| New Responses on My Tickets | Notifies the assigned agent when a new response is added to their ticket, prompting follow-up. |
| New Threads on My Ticket | Informs the assigned agent when a new thread is added to their ticket, ensuring visibility of all communications. |
| New Replies on My Thread | Alerts the agent when a reply is posted on a thread they started, keeping them engaged. |
| Threads I'm Tagged In | Notifies an agent when tagged in a thread, ensuring they can respond if needed. |
| Email Notification Delivery Failure | Alert agents if an email notification fails to deliver, providing troubleshooting options. |
| Status Updates on My Tickets | Notify the assigned agent when their ticket status is updated, informing them of progress. |
| Private Notes I'm Tagged In | Alerts an agent when tagged in a private note, ensuring they can review and respond as needed. |
| Public Notes I'm Tagged In | Notifying an agent when tagged in a public note, helping them address customer-facing updates. |
| Reminders on First Response | Sends a reminder about first response SLA deadlines to help agents meet response expectations. |
| Reminders on Resolution Time | Alert agents about resolution SLA deadlines to ensure timely ticket resolution. |
| Reminders on Next Response | Sends reminders for next response SLA deadlines, preventing delays in ongoing conversations. |
| Escalations on First Response | Notifying the assigned agent and manager when a first response SLA is breached prompts urgent action. |
| Escalations on Resolution | Alerts the assigned agent and manager when a resolution SLA is breached, ensuring high-priority cases are addressed. |
| Escalations on Next Response | Notifies the assigned agent and manager when the next response SLA is breached, maintaining communication timelines. |
| Agent reply delivery failure | Informs an agent if their reply fails to deliver, providing failure reasons and retry options. |
| Agent reply delivery pending | Notifying an agent if their reply is pending delivery allows them to monitor its status. |
``` Note: 1) The person making changes won't receive notifications on their device for that change. 2)Notifications that have been read won't be automatically cleared. You need to click the trash button on your mobile to empty it. 3) In case your phone does not notify or your phone keeps missing notifications, please log out and log in. ```
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