Notifications

Who can do thisApplication AdministratorEach person for themselves

Helpdesk has no notification settings page for administrators. Notifications come from these sources:

• The bell in the top bar shows in-app notifications.
• A customer's reply notifies the assignee. With no assignee it notifies the customer's account team, and with no team every active agent.
• Each person chooses "Follow your customers" preferences in the Tenant Portal under My profileNotifications (Helpdesk card). They apply to customers where the person is on the account team.
• You add your own with the automation action Nudge someone (in-app).
• Approvers are told when a time entry or a ticket move waits for them, in the bell and by email if they switched Helpdesk mail on. A request still waiting after one working day brings a daily reminder. See Approve a ticket or a move.
• A technician whose paused timer was saved automatically gets a bell item that links to the new entry.
• A plan owner gets a daily digest of missed plan occurrences.
• Reports can be delivered by email. See Reports.