Manage Notifications with the Notification Center

Each agent can customize their personal notification preferences to control which alerts are received and how they are delivered.

The notification center (bell icon on the upper right corner) allows each agent to manage their notifications.

In the agent portal, click the bell icon in the top right corner
Click on the three dots icon
Select change notification preferences
Choose the desired subscription and delivery method for each notification type (Ex. Receive new ticket notifications for the legal and PO approval queue only)
Click done

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

For each topic, the following delivery options are available: