AgentDesk sends email notifications to keep users informed about portal activity, such as invitations and ticket updates.
What emails are sent
| Email type | When it is sent |
|---|---|
| Invitation | When an administrator invites a new user to a portal |
| Ticket created | When a new ticket is created (sent to relevant operators and watchers) |
| Status changed | When a ticket's status is updated (sent to the reporter and watchers) |
| New comment | When a comment is added to a ticket (sent to participants and watchers) |
| Mentioned | When you are @mentioned in a ticket comment |
| Approval requested | When an AI workflow requests human approval for a proposed change |
| SLA warning | When a ticket's response or resolution time is approaching its SLA target |
| CSAT request | When a resolved ticket is eligible for customer satisfaction feedback |
Email branding
Emails are branded with your portal's name, colours, and logo (if configured). This ensures a consistent experience for your users.
Notification preferences
Users can control which email notifications they receive from their profile settings. Notification preferences are managed per user and apply to both email and in-app notifications.
Not receiving emails
If users report missing emails:
- Check that the email address is correct
- Ask them to check their spam or junk folder
- Ensure invitation links have not expired (invitations are valid for 7 days)
If emails are consistently not arriving, contact your administrator to verify the email service is properly configured.