Email Notifications

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.