Notifications & followers
Helpdesk keeps your team informed about the tickets that need them, without drowning everyone in noise.
What you’re notified about
You get a notification when:
- A ticket is assigned to you.
- Someone @mentions you in an internal note.
- A customer replies to a ticket you own or follow.
- A ticket you follow changes — status, priority, or assignee.
- An SLA on a ticket assigned to you is nearing its deadline or has breached.
Following a ticket
You don’t have to own a ticket to keep an eye on it. Follow any ticket to receive its updates, and unfollow to stop — useful for a ticket you handed off but want to track, or one a teammate asked you to watch. A ticket can have up to eight followers.
You can follow or unfollow yourself from the ticket’s properties panel, and add other teammates as followers there too.
Your preferences
Tune what reaches you under Settings → Account → Notifications. Notification settings are personal — each agent controls their own — and sound is per device, so you can keep one machine quiet without changing another.