Settings


To access Ticket notifications, go to three-dotted menu > Settings. The users can find the agent name, email ID & URL that has been logged in. 



Notification Settings


To control the notifications you want to receive, go to Settings > Notification Settings. 


Select the actions for which you wish to receive notifications. You can receive notifications for

  • Status update on your tickets

  • New responses to your tickets

  • When tickets are assigned to your group or to you

  • When new tickets are created 

  • Notes that you get tagged in





The list of notifications include:


Notification

Definition

Tickets Assigned to Me

Notifies the agent when a ticket is assigned to them so they can start working on it.

Tickets Assigned to My Groups

It notifies all agents in a group when a ticket is assigned to their group, helping them stay informed about new assignments.

New Tickets

Alerts agent when a new ticket is created, ensuring awareness of incoming requests.

New Responses on My Tickets

Notifies the assigned agent when a new response is added to their ticket, prompting follow-up.

New Threads on My Ticket

Informs the assigned agent when a new thread is added to their ticket, ensuring visibility of all communications.

New Replies on My Thread

Alerts the agent when a reply is posted on a thread they started, keeping them engaged.

Threads I'm Tagged In

Notifies an agent when tagged in a thread, ensuring they can respond if needed.

Email Notification Delivery Failure

Alert agents if an email notification fails to deliver, providing troubleshooting options.

Status Updates on My Tickets

Notify the assigned agent when their ticket status is updated, informing them of progress.

Private Notes I'm Tagged In

Alerts an agent when tagged in a private note, ensuring they can review and respond as needed.

Public Notes I'm Tagged In

Notifying an agent when tagged in a public note, helping them address customer-facing updates.

Reminders on First Response

Sends a reminder about first response SLA deadlines to help agents meet response expectations.

Reminders on Resolution Time

Alert agents about resolution SLA deadlines to ensure timely ticket resolution.

Reminders on Next Response

Sends reminders for next response SLA deadlines, preventing delays in ongoing conversations.

Escalations on First Response

Notifying the assigned agent and manager when a first response SLA is breached prompts urgent action.

Escalations on Resolution

Alerts the assigned agent and manager when a resolution SLA is breached, ensuring high-priority cases are addressed.

Escalations on Next Response

Notifies the assigned agent and manager when the next response SLA is breached, maintaining communication timelines.

Agent reply delivery failure

Informs an agent if their reply fails to deliver, providing failure reasons and retry options.

Agent reply delivery pending

Notifying an agent if their reply is pending delivery allows them to monitor its status.



Note: 
1) The person making changes won't receive notifications on their device for that change.
2)Notifications that have been read won't be automatically cleared. You need to click the trash button on your mobile to empty it.
3) In case your phone does not notify or your phone keeps missing notifications, please log out and log in. 



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Should you have some suggestions or issues that you'd like to report to Freshdesk, use the Feedback button. Your feedback will be sent to the Freshdesk support team as a ticket.


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