Ticket notifications

Ticket notifications alert team members about relevant ticket activity, helping them stay informed and act promptly.

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.

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Setting up ticket notifications

1. To customize ticket notifications, navigate to Settings → Account → Ticket notifications.

1. 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.

1. 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.

1. Types - Filter notifications by ticket type, including Service Requests, Customer Support, or Other, so each team member only receives alerts relevant to their responsibilities.

1. 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.

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.