Notifications & Mentions

The Help Desk sends you real-time notifications whenever something important happens on a conversation, ticket, or job that you are involved in. Notifications let you stay on top of your queue without constantly refreshing the inbox.

What triggers a notification

Notifications are sent to the agents most relevant to an event — typically the assigned agent, the mentioned agent, or members of configured groups. You only receive notifications for objects you are connected to, unless your preferences are configured more broadly.

Conversation notifications

Each of the following events can generate a notification on a conversation:

• Message — a new message is added to a conversation you are assigned to or watching. This fires for every inbound customer message and every outbound agent reply.
• Mention — someone @mentions you in a message. You receive this notification even if you are not the assigned agent on the conversation.
• Assignee — you are assigned to or unassigned from a conversation.

@Mentions

To mention a team member in a message, type @ followed by their name in the message editor. A dropdown appears with matching team members — select the person you want to mention.

When you mention someone:

• They immediately receive a Mention notification with a link directly to that message.
• The conversation appears in their @ Mentions inbox view so they can find it without searching.

To see all conversations where you have been mentioned, open the @ Mentions view in the sidebar under My Views.

Notification preferences

You can control which notifications you receive and how they are delivered. Access your preferences through your account notification settings.

For each notification type and subtype, you can configure:

• In-app — whether the notification appears in the notification panel inside the Help Desk
• Email — whether you receive an email for this event (coming soon)

Managing notifications

In the notification panel, you can:

• Mark as read — click an individual notification to mark it read and navigate to the relevant conversation or ticket.
• Bulk acknowledge — dismiss all notifications for a specific conversation or ticket at once, clearing them from the panel without navigating to each one individually.
• View grouped — notifications are organized by conversation or ticket so you can see all activity on a single item together.

Next steps

• Conversation Handling — replying, assigning, resolving, and escalating conversations
• Inbox Views — the @ Mentions view and other saved filters
• Shortcuts — keyboard shortcuts for navigating between conversations quickly