Manage Your Notification Preferences

Each agent can customize their notification preferences to control which alerts are received and how they are delivered. Your settings live on the Notifications tab of your profile.

Note: Admins can manage and lock notification subscriptions on behalf of agents. If a subscription appears greyed out with a lock badge, an admin has marked it as required. Contact your administrator to make changes.

Manage notification preferences

  1. Open your notification settings in one of these ways:
    • Click your avatar in the top right corner and select notification settings
    • Click the bell icon in the top right corner, then the gear icon at the bottom of the notification center
    • Go to your profile and open the Notifications tab
  2. Choose the desired subscription and delivery method for each notification type (Ex. Receive new ticket notifications for the legal and PO approval queue only)

Changes are saved as you make them.

The Notifications tab of an agent's profile, with the Alerts settings at the top and the notification types below.

Sound and desktop alerts

At the top of the Notifications tab, under Alerts, you can choose to be alerted the moment a notification you subscribed to arrives:

  • Play a sound, then pick the sound you want to hear
  • Show a desktop notification: a pop-up from your computer, even when you are working in another program. The first time, your browser asks for permission to show notifications. Click Try it to check that the pop-up appears

Both are off by default. They work while Mojo Helpdesk is open in a browser tab, even when that tab is in the background. If no pop-up appears, check your computer's Do Not Disturb or Focus mode and its notification settings for your browser.

You are not alerted about a ticket you create yourself.

Types of notifications

Notifications are organized into the following categories:

  • Replies
    • Message added: A message is added to a ticket assigned to you
    • Staff note added: A staff note is added to a ticket assigned to you
    • @ User mentioned: Your email has been CC-ed in ticket, message or staff note
  • SLA (if enabled)
    • My SLA deadline reminders: A ticket assigned to you is about to breach
    • My SLA breaches: A ticket assigned to you breached SLA
    • SLA breach escalation: Triggered if listed as a recipient in SLA breach notification settings
  • Watched tickets: A ticket you are watching is updated
  • Assignments
    • Ticket assigned: A ticket is assigned to you
    • Ticket unassigned: A ticket is unassigned from you
  • Ratings
    • New rating: A ticket assigned to you has been rated
    • Ticket rating: A rating is received for any ticket
  • Tickets
    • Ticket status changed: The status of a ticket assigned to you is changed
    • Ticket created in any queue I have access to: A new ticket is created to a queue you have access to
      • Tip: Notification settings can be customized per queue (ex. Receive new ticket notifications for the legal and PO approval queue only)
  • Other
    • Staff change: Changes to help desk staff

Notification delivery options

For each topic, the following delivery options are available:

  • Web/in-app notifications only (white bell icon)
  • Web/in app plus email notifications
  • No notifications (crossed out black bell icon)

The Subscriptions dialog with a delivery dropdown open, offering none, web notifications, or web plus email notifications.

Related

Managing agent notification subscriptions for admins