35 lines
1.2 KiB
Markdown
35 lines
1.2 KiB
Markdown
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# Notifications
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Our helpdesks support "desktop notifications", delivered when the agent is logged in to the helpdesk, and email
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notifications.
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Staff (admins & agents) are notified of:
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* Abnormal login events
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Agents are notified about:
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* New tickets
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* Ticket updates
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* Pending reached tickets
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* SLA violations (before and after the deadline)
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## Customising Notifications
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Users can configure where and how they receive notifications by clicking on their avatar in the lower left corner of the
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window and selecting "Profile".
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From there, select, "Notifications" and select the appropriate checkboxes in the "Also notify via email" column.
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## Security Considerations
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Notifications can be great to get alerted to a new ticket that requires attention.
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However, given the integrations of end-to-end encrypted channels, such as Signal, content coming in via a more secure
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means may not be desirable to forward along to a less secure one, such as email.
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With email notifications enabled, a message received from Signal could be relayed by email, thus breaking the end-to-end
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encryption Signal affords.
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For this reason, we hide the content of the messages from the email notifications and send only generic messages.
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