Notification center and alert preferences

## What the bell shows

The bell in the workspace sidebar collects alerts for you in real time:

• SLA deadline approaching and SLA breached – raised by the SLA engine for tickets you are responsible for.
• Ticket assigned to you – when a colleague or an automation rule assigns you a ticket.
• New customer reply – when a requester answers a ticket you own.
• Mention – when someone mentions you in an internal note or team chat.

A red dot marks unread alerts. Click one to jump straight to the ticket, or use Mark all read to clear the list.

## Choosing what you receive

Open Settings → Profile → Notifications. Every alert type has its own switch, plus one master switch for e-mail alerts. Turning e-mail alerts off keeps the in-app bell working; turning an individual type off silences it everywhere.

Preferences are personal – each agent configures their own, and admins cannot force them on.

## Tips

• Keep SLA breached on if you are on the escalation path; turn new customer reply off if you already work from the shared inbox all day.
• E-mail alerts are sent from the platform sender, so they arrive even when your own mailbox connection is being reconfigured.
• Alerts are informational: always confirm the ticket state in the inbox before promising a customer anything.

## Many unread alerts

The bell stays fast even with hundreds of alerts:

• The list loads 20 alerts at a time in a scrollable panel; use Load older for more (up to 200 in one session).
• The badge counts unread alerts in the database and shows 99+ above ninety-nine.
• Switch Unread only to hide everything you already handled.
• Mark all read clears every unread alert in a single action.
• On phones and on pages outside the inbox the bell sits in the top header, so it is always reachable.
• Read alerts are purged automatically after 30 days.