Notifications

Notifications let your team stay informed of important updates, ticket activity, and escalations in real time.

The Notifications tab centralizes how your team receives alerts across channels, keeping everyone informed without constantly checking the platform. You can configure standard ticket updates, urgent notifications, and integrate with tools like Slack or Microsoft Teams. Escalation notifications ensure high-priority conversations or tickets get immediate attention when predefined conditions are met.

With these settings, your team can respond faster, reduce missed follow-ups, and maintain consistent communication.

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Why notifications matter

• Stay informed. Receive alerts for ticket events, priority updates, and escalations without constantly monitoring the platform.

• Focus on what matters. Customize which notifications to receive and how, preventing overload from less important updates.

• Ensure accountability. Escalation alerts help ensure high-priority or time-sensitive tickets are addressed promptly.

• Integrate with team workflows. Use Slack, Teams, or SMS to push notifications where your team already collaborates.

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How notifications are structured

Notifications in Distance are grouped into focused areas, each designed to ensure your team receives the right alerts at the right time.

Ticket notifications control which ticket events, such as created, assigned, updated, or closed, trigger alerts and let you filter by priority and type. You can choose how these alerts are delivered using email, SMS, or call.

Urgent notifications highlight critical tickets that need immediate attention. You can assign specific team members to receive urgent alerts via SMS, ensuring that high-priority issues are addressed promptly.

Escalation notifications are triggered when a ticket or conversation meets an escalation rule. This allows you to assign team members to receive notifications so urgent matters are followed up without delay.

Integration notifications send alerts to external platforms like Slack or Microsoft Teams, keeping your team informed in the collaboration tools they already use.

Together, these notification types give your team visibility, improve response times, and reduce the risk of missed follow-ups, keeping your workflow efficient and responsive.