# 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.