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Notifications

Notifications

AgentDesk keeps you informed about activity on your tickets through in-app and email notifications. You can customise which notifications you receive from your account settings.

Notification types

You receive notifications for the following events:

EventWhen it triggers
Ticket createdA new ticket is created that is relevant to you
Status changedA ticket you are watching changes status (for example, from Open to In Progress)
New commentSomeone adds a comment to a ticket you are watching
MentionedAnother user mentions you with @ in a comment

In-app notifications

The bell icon in the header shows your unread notifications. Click it to see a list of recent activity.

Each notification shows:

  • What happened (for example, "Status changed to In Progress")
  • Which ticket it relates to
  • When it occurred

Click on a notification to go directly to the relevant ticket. Unread notifications are highlighted until you view them.

Email notifications

In addition to in-app notifications, AgentDesk can send you email updates for the same events. Email notifications are sent to the address associated with your account.

Email notifications are useful when you are not actively signed in to the portal and want to stay informed about ticket activity.

Customising your preferences

You can control which notification types you receive. Go to Settings > Notifications to toggle each type on or off:

PreferenceWhat it controls
Ticket createdNotifications when a new ticket is created
Status changedNotifications when a ticket's status changes
New commentNotifications when a comment is added to a watched ticket
MentionsNotifications when someone mentions you in a comment

Each preference is a simple toggle -- turn it on to receive notifications for that event, or turn it off to silence them.

:::tip Even if you turn off most notifications, consider keeping Mentions enabled so you do not miss messages directed specifically at you. :::

Related pages

  • Working with Tickets -- Learn about watching tickets, which controls which tickets generate notifications for you
  • Account Settings -- Find notification preferences alongside your other account settings