feat: helpdesk notifications custom

docs/link/agent/_category_.yml

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----
-label: Agent Guide
-position: 20
-link:
-  type: "generated-index"

docs/link/agent/index.mdx

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+---
+sidebar_label: Agent Guide
+sidebar_position: 20
+---
+
+import DocCardList from '@theme/DocCardList';
+import {useCurrentSidebarCategory} from '@docusaurus/theme-common';
+
+# Agent Guide
+
+:::warning[Under construction]
+This documentation is a work in progress. Please [get in touch with us](mailto:contact@sr2.uk) if you have any questions.
+:::
+
+<DocCardList items={useCurrentSidebarCategory().items} />

docs/link/agent/intro.md

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-# Introduction
-
-:::warning[Under construction]
-This documentation is a work in progress. Please [get in touch with us](mailto:contact@sr2.uk) if you have any questions.
-:::

docs/link/agent/notifications.md

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