Last updated: 2025-03-27
Source: https://support.freshdesk.com/support/solutions/articles/226339-using-smart-notifications
Using smart notifications
Smart notifications provide important real-time alerts right inside Freshdesk. This way you can prioritize your next action and respond faster. You can open the Notification Center by clicking on the bell icon in the navigation bar.
With smart notifications, you will no longer have to rely on your email notifications to stay updated on the latest activities in your helpdesk.
In-app notifications include the following:
| 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. |
The types of notifications in order of priority are:
You can set your notification preferences or mark all your notifications as read using the two icons at the top right corner of the Notification Center.
Notification preferences
You can choose to receive alerts for the activities that are important to you. Your agents can set up their own set of notifications too.
To change your notification preferences,
Desktop notifications
You can also choose to enable desktop notifications. That way, even if you are working in another tab or application, the desktop notification will alert you about any activity in your helpdesk. When you click on Reply within the notification, it goes straight to the related ticket. To set up desktop notifications:
Unblocking notifications from Freshdesk:
