Notification Settings
Configure how and when DZDESK sends notifications to users.
Notification Types
Request Notifications
| Event | Description |
|---|---|
| New Assignment | Request assigned to you |
| Status Change | Request status updated |
| New Comment | Comment added to your request |
| Priority Change | Request priority modified |
| Reassignment | Request moved to another agent |
SLA Notifications
| Event | Description |
|---|---|
| SLA Warning | Approaching deadline (50%, 75%, 90%) |
| SLA Breach | Deadline exceeded |
| SLA At Risk | Less than 25% time remaining |
System Notifications
| Event | Description |
|---|---|
| Account Created | New account provisioned |
| Role Changed | User role modified |
| Group Added | Added to new group |
Delivery Methods
In-App Notifications
- Bell icon in navigation bar
- Real-time updates
- Click to navigate to item
- Mark as read/unread
Email Notifications
- Sent to user's email
- Configurable frequency
- Include direct links
- Unsubscribe options
Future: Mobile Push
- Push notifications (planned)
- Mobile app integration
- Configurable per type
Configuration Levels
System Defaults
Administrators set defaults:
- Go to Settings > Notifications
- Configure default settings
- Apply to all users
User Preferences
Users customize their settings:
- Click profile icon
- Select Notification Settings
- Adjust preferences
- Save changes
Override Behavior
- User settings override system defaults
- Some notifications cannot be disabled
- Admins can enforce certain notifications
Configuring System Notifications
SLA Alert Settings
Configure when SLA alerts are sent:
| Threshold | Default | Configurable |
|---|---|---|
| First Warning | 50% | Yes |
| Second Warning | 75% | Yes |
| Final Warning | 90% | Yes |
| Breach Alert | 100% | Always on |
Alert Recipients
Define who receives alerts:
| Role | Default Alerts |
|---|---|
| Assigned Agent | All request alerts |
| Group Manager | SLA warnings, escalations |
| Admin | Configurable |
Custom Recipients
Add specific recipients:
- Go to Settings > Notifications
- Add email addresses
- Select alert types
- Save configuration
Configuring User Preferences
Available Options
Users can configure:
| Setting | Options |
|---|---|
| Email Notifications | On/Off |
| In-App Notifications | On/Off per type |
| Email Frequency | Immediate/Daily digest |
| Quiet Hours | Time range with no emails |
Email Frequency Options
Immediate
- Each event triggers email
- Best for urgent awareness
- May result in many emails
Daily Digest
- Summary email once daily
- Sent at configured time
- Groups similar notifications
Quiet Hours
Block emails during specific times:
- Set start and end time
- Typically overnight
- In-app still works
- Urgent items still sent
Notification Content
Email Format
Emails include:
- Clear subject line
- Request details
- Action required
- Direct link to item
- Unsubscribe link
Example Email
Subject: [DZDESK] Request #1234 assigned to you
You have been assigned a new request:
Title: Cannot access email
Priority: High
Category: Software
Created: January 15, 2024
SLA Due: January 15, 2024 5:00 PM
[View Request]
---
Manage notification preferences: [Settings]
Escalation Notifications
Automatic Escalation
Configure escalation alerts:
- Go to Settings > Escalation
- Define triggers
- Set recipients
- Configure message
Escalation Recipients
| Trigger | Recipients |
|---|---|
| 75% SLA elapsed | Agent + Manager |
| SLA Breach | Manager + Admin |
| VIP Request | Immediate escalation |
Group Notifications
Group-Level Settings
Configure per group:
- Open group settings
- Select Notifications
- Configure:
- New request alerts
- Daily summaries
- Manager notifications
Group Queue Alerts
Alert when:
- Unassigned requests exceed threshold
- Queue age exceeds limit
- SLA at risk in group
Testing Notifications
Send Test Email
- Go to Settings > Notifications
- Click Send Test
- Select recipient
- Verify delivery
Verify Configuration
Test each notification type:
- Create test request
- Trigger status change
- Check notification received
- Confirm links work
Troubleshooting
Emails Not Received
Check:
- User email correct
- Spam/junk folder
- Email server configuration
- User notification preferences
Too Many Notifications
Solutions:
- Use daily digest
- Configure quiet hours
- Disable non-essential
- Adjust thresholds
Delayed Notifications
Verify:
- Email server queue
- No delivery issues
- Threshold settings
- System performance
In-App Not Showing
Check:
- Browser notifications allowed
- User is logged in
- Refresh browser
- Clear cache
Best Practices
For Administrators
- Set sensible defaults
- Don't over-notify
- Test before rollout
- Document settings
For Users
- Configure based on role
- Use digest for non-urgent
- Enable for SLA warnings
- Review periodically
Balance
- Too many = ignored
- Too few = missed items
- Find right balance
- Adjust based on feedback
Related Topics
- SLA Policies - Alert configuration
- User & Group Management - User setup
- Tenant Setup - System configuration