Notifications General Settings
- notification
- notify
- popup
- administrator
- Trigger
- followers
- mention
Configuration > Notifications > General Settings
Related Guides:
| Field | Type | Description |
| Allow multiple notification events per Ticket to be sent at once | Checkbox | When selected, If there are multiple notifications triggered by one action and there are agents or users that should receive multiple notifications, this setting ensures they will receive multiple notifications from that one action. |
| Enable Owner Notification Functionality | Checkbox | When enabled, the agent assigned to a ticket will be able to receive a notification each time someone completes an action on a ticket assigned to them. The setting 'Notify when other Agents update Tickets assigned to me' will then need to enabled for each agent you would like this to apply to. This is found under the agent's preferences. Note: Agents will be notified of merges on their tickets if this setting is enabled, regardless of the agent preference selected. |
| Send Owner Notification when Tickets are linked/unlinked/merged | Checkbox | When enabled, an automatic technician notification will be sent to the agent assigned to a ticket when another agent links, unlinks or merges a ticket that is assigned to them. |
| Exclude API only Agents from Owner/Ticket Updated by Agent Notifications | Checkbox | When selected, if the "API Only Agent" checkbox is set on an agent, they will not receive owner notifications when someone updates a ticket assigned to them. |
| Allow notifications to send outside of team and department permissions | Checkbox | Agents can get notified for tickets that are not assigned to a team or department that they are member of. When checked, agents that have a notification for i.e. Event: "New ticket logged - All" will receive all notifications regardless of team and department. |
| Do Not Send Follower Emails | Checkbox | When selected, Emails will not be sent to Followers when a ticket is updated. |
Send Followers Agent Notifications | Checkbox | When selected, should a Notification be set to notify Agents, then any Followers of the ticket will be notified too. |
| Allow Agents to be Mentioned in action notes | Checkbox | When selected, the "Mentioning" functionality will be enabled. This is the capability to @ someone in an Action Note and it notify them via popup. |
| Allow Agents to be Mentioned in CRM notes | Checkbox | When selected, the functionality to mention Agents in CRM notes will be enabled, in addition to within Action Notes. |
| Include Teams in mentions | Checkbox | When selected, the functionality to mention whole Teams is enabled. |
| Include additional Agents in assigned to recipient notifications | Checkbox | When selected, additional agents assigned to a ticket will also receive notifications that are configured for the "Assigned To" agent. |
| Enable completion status for notifications | Checkbox | With this enabled, notifications have a status which is either incomplete or complete. This can be toggled from the notification or the complete all button in the notification pane. With this active, incomplete agent notification records will not get deleted automatically after a few days like they normally do and will be retained for up to 100 days. This allows you to manage notifications that you may have read but not necessary actioned yet, where previously they would be deleted. The scheduling service must be enabled to use this new functionality. |
| Popup notification delivery method | Single Select | Here, you can choose which method is used when pop-up notifications are delivered. The Heartbeat method will deliver notifications in under 5 minutes. The Websocket method will deliver notifications faster than the Heartbeat method. |
| Show an "Event Log" tab on entities with events (Admins only) | Checkbox | When enabled, a new tab will show within tickets called "Event Log", this will only show to agents who are marked as administrators. This will show a log for each event that has occurred on the ticket. |
| Event Log | Button | This will open the menu for viewing any notification attempts that have ben made. These include past notifications, as well as pending, failed, and queued. Each notification can be drilled into to see its timestamp and API request payload, as well as how many emails were sent from it. If viewing the event log for the customer tab, it will display customer entity notifications that have attempted to send. |
| Enable notification logging | Checkbox | When enabled, records will be added to the NotificationLog table. Useful for auditing. |
| Show a "Notification Log" tab on Tickets | Checkbox | Only available when "Enable notification logging" is enabled. When enabled, a new tab will show within tickets called "Notification Log". This will show all the notifications that have triggered for the ticket, including webhooks, runbooks and system notifications such as Approval Process emails. Useful for troubleshooting and monitoring. |
| Screen to show when clicking a notification in the notification log | Single Select | This can be set to "Show the notification configuration", which will show the configuration page for the notification when it is clicked. Alternatively this can be set to "Show the outbound logs", which will show the outbound logs for any email type notifications. Clicking on other notification types (not email) will still display their configuration page. |