Notifications and staying informed
What the system tells you, when, and how to stop it telling you too much.
What is it?
Notifications fire on assignment, customer reply, mention in an internal note, escalation, SLA breach risk and status change. Each user chooses which they receive by email, and which appear only in the interface.
Why does it exist?
An agent who receives an email for every event in every department stops reading all of them. Notification design is the difference between a system that alerts and a system that is ignored.
How does it work?
1
Open Account → Notifications.
2
Keep: assigned to me, customer replied to my ticket, I was mentioned, escalation.
3
Turn off: every event in departments you merely belong to.
4
Leave SLA-risk notifications on — they are the ones that prevent breaches.
5
If notifications stop arriving entirely, check Admin → Background tasks: the dispatch job may have stalled.
WHO USES IT
Support staff
Team leads
WHAT MANAGEMENT ACHIEVES
Alerts stay meaningful, so people act on them.
In practice
An agent returning from lunch has four notifications, all of which require action, rather than sixty of which two do.
See this screen in the real software:
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