> For the complete documentation index, see [llms.txt](https://distance.gitbook.io/distance/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://distance.gitbook.io/distance/getting-started/notifications/ticket-notifications.md).

# 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**](/distance/getting-started/settings/team-tab.md#managing-team-members) receive email ticket notifications by default.

You can customize ticket notifications from the [**Ticket notifications**](/distance/getting-started/settings/account-tab.md#ticket-notifications) settings.

<div data-with-frame="true"><figure><img src="https://4165927833-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWHGGlctFzoGEVhyOAO17%2Fuploads%2FHHphl3tkSKIQD0dwCwE7%2Fimage.png?alt=media&amp;token=afd44e9b-b83d-49a4-bbea-5ba80b003f5b" alt=""><figcaption></figcaption></figure></div>

#### **Priority**

You can choose which ticket priorities should generate alerts, letting your team focus on **Low**, **Medium**, **High**, or **Urgent** tickets depending on relevance.

<div data-with-frame="true"><figure><img src="https://4165927833-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWHGGlctFzoGEVhyOAO17%2Fuploads%2FvhYTABvaFkRLQH3sth9h%2Fimage.png?alt=media&amp;token=8cda0999-01bb-455f-9d99-936747a639a8" alt=""><figcaption></figcaption></figure></div>

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**.

<div data-with-frame="true"><figure><img src="https://4165927833-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWHGGlctFzoGEVhyOAO17%2Fuploads%2FVkDCmUjmtmO22SGLFYQV%2Fimage.png?alt=media&amp;token=efbd16a0-eced-4d80-b149-c2c496ff2d0f" alt=""><figcaption></figcaption></figure></div>

This ensures your team stays informed about ticket progress and changes.

#### **Types**

<div data-with-frame="true"><figure><img src="https://4165927833-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWHGGlctFzoGEVhyOAO17%2Fuploads%2FCrjzJgq0AAKGDzCTy3Lv%2Fimage.png?alt=media&amp;token=f3f85e1a-5fc7-45f8-9382-18eeed9c56a9" alt=""><figcaption></figcaption></figure></div>

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.

<div data-with-frame="true"><figure><img src="https://4165927833-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWHGGlctFzoGEVhyOAO17%2Fuploads%2FQKhPaldLhOq3Iij4ywUT%2Fimage.png?alt=media&amp;token=440e676c-1867-4361-8ead-99e7b320d882" alt=""><figcaption></figcaption></figure></div>

Configuring this ensures timely awareness of critical tickets while avoiding notification overload from less urgent activity.

***

### **Ticket assignment notifications**

To notify team members when tickets are assigned to them, configure [**ticket assignment**](/distance/getting-started/settings/ticket-pipeline.md#ticket-assignment) rules.

Assignment rules determine who receives tickets and ensure notifications follow their configured preferences.

<div data-with-frame="true"><figure><img src="https://4165927833-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWHGGlctFzoGEVhyOAO17%2Fuploads%2FS0wTUx0psq01BiZwz49k%2Fimage.png?alt=media&amp;token=7ce8e823-b978-4caa-9c0c-555c5a93f80c" alt=""><figcaption></figcaption></figure></div>

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 helps ensure important tickets are addressed promptly while keeping focus on high-priority work.