Notifications
Control email notifications for your team and customers
Notifications keep your team and customers informed as tickets progress. All notifications are delivered by email. You can control exactly which events trigger notifications and who receives them.
Notification events
The following events can trigger email notifications:
| Event | Default recipients |
|---|---|
| Ticket created | Assigned agent |
| New reply from client | Assigned agent + any watchers |
| New reply from agent | Client (full reply content included in the email) |
| Escalation | Newly assigned agent + any watchers |
| SLA warning | Assigned agent + any watchers |
| SLA breach | Assigned agent + any watchers |
| Ticket resolved | Client |
How agent reply emails work
When an agent sends a reply, the client receives an email containing the full text of the reply — not a truncated excerpt or a "you have a new message" notification. The email is formatted as a direct message from the agent, with their name and your organisation's name as the sender signature.
If the client replies to that email, their reply is threaded back into the ticket automatically. The subject line contains a ticket reference (e.g. [CASE-0042]) which the helpdesk uses to route the reply to the correct ticket.
Reply threading works best when your helpdesk has an inbound email channel configured. If no channel is set up, client email replies will still be delivered but may arrive as new tickets rather than replies to the existing one.
Watchers
Any agent can watch a ticket to receive the same notifications as the assignee. Watchers are added and removed from the ticket detail panel — see Messaging for how to manage them.
Watcher notifications follow the same rules as assignee notifications: they respect per-user overrides, the CRM integration gate, and deduplication. A watcher who is also the assignee will not receive duplicate emails.
Configuration options
Master customer email toggle
A single toggle enables or disables all outbound customer-facing emails. When off, clients will not receive any email notifications from the helpdesk. This is useful during initial setup or when you handle all client communication through a separate channel.
Per-event toggles
Each notification event can be individually enabled or disabled. For example, you might want to send SLA breach alerts to agents but skip the warning notification.
Per-user overrides
Individual team members can override notification preferences from their own profile. If an agent finds certain notifications unnecessary, they can mute them without affecting the rest of the team.
One-click unsubscribe
Every customer-facing email includes a one-click unsubscribe link. If a client unsubscribes, they will stop receiving notifications for that ticket. This complies with email best practices and keeps your sender reputation healthy.
CRM integration gate
When CRM integration is active, agent notifications from the helpdesk are automatically skipped. In this scenario, your CRM handles agent notifications through its own workflow triggers and automations. This prevents duplicate alerts.
Customer-facing notifications (such as "ticket resolved") are still sent by the helpdesk regardless of CRM integration status, unless the master customer email toggle is off.