Notifications tab
Notifications control how and where alerts are delivered to your team for urgent ticket activity.
The Notifications tab defines how Distance alerts your team when immediate attention is required. These settings help ensure the right people are notified at the right time, without overwhelming users with unnecessary alerts. Notifications are designed to support timely responses to critical customer issues while keeping everyday workflow focused and manageable.
Urgent notifications
Urgent ticket notifications alert selected team members when a ticket is marked as Urgent. These alerts are delivered via SMS to ensure they are received promptly, even if users are not actively logged into Distance.
To configure who receives urgent notifications:
Click Edit in the Urgent ticket notifications section.
Select the Select users to notify via SMS field.
Search for the team member you want to notify.
Click Add number, enter the user’s phone number, then click the check icon to confirm.
Click Save to apply your changes.
Only users added here will receive SMS alerts for urgent tickets. This allows you to limit notifications to the appropriate team members while ensuring critical issues receive immediate attention.
Notification channels
In addition to SMS alerts for urgent tickets, Distance supports external notification channels for broader team visibility.
You can connect the following platforms:
Slack - Send ticket and activity notifications to designated Slack channels.
Microsoft Teams - Deliver notifications directly into Teams for centralized collaboration.
Click Connect next to a platform to enable it for your workspace. Once connected, notifications can be shared where your team already communicates, reducing the need to monitor multiple tools.
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