Ticket notifications
Ticket notifications alert team members about relevant ticket activity, helping them stay informed and act promptly.
Introduction
The Ticket notifications section allows your team to stay informed about ticket activity without being overwhelmed by every update. You can configure which tickets trigger notifications based on priority, type, or events such as creation, assignment, updates, or closure. This ensures your team sees the right information at the right time, helping maintain focus on high-impact tickets while minimizing distraction from less urgent activity.
Setting up ticket notifications
Team members who have already been added in Settings → Team will receive email ticket notifications by default.
To customize ticket notifications, navigate to Settings → Account → Ticket notifications.
Priority - You can choose which ticket priorities should generate alerts, letting your team focus on Low, Medium, High, or Urgent tickets depending on relevance. Ticket priority is automatically determined by the AI based on conversation context, ensuring the most critical issues are highlighted.
Events - Choose which ticket events will generate alerts, such as when a ticket is Created, Assigned, Updated, or Closed. This ensures your team stays informed about ticket progress and changes.
Types - Filter notifications by ticket type, including Service Requests, Customer Support, or Other, so each team member only receives alerts relevant to their responsibilities.
Notify me by - Decide how alerts are delivered using Email, SMS, or Call. Configuring this ensures timely awareness of critical tickets while avoiding notification overload from less urgent activity.
Ticket assignment notifications
If you want team members to be notified when tickets are assigned to them, configure ticket assignment rules.
Navigate to Settings → Tickets, then edit the Default assignment rule to add team members, or create a new assignment rule as needed. Assignment rules determine who receives tickets and corresponding notifications.
Team members included in assignment rules will receive notifications based on their configured notification preferences.
By configuring ticket notifications based on priority, type, and events, your team receives relevant updates at the right time. This ensures important tickets are monitored and addressed promptly while avoiding distraction from less urgent activity, helping your team stay focused, efficient, and on top of customer requests.
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