This chapter provides information on how to manage Notifications.
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The Notifications feature highlights new issues added to the queue in a selected color, reducing the risk of overlooking any of them. Administrators can configure the highlight color and choose to highlight all new issues or only selected ones. The Notifications feature can be activated for up to 10 queues.
You can read more about enabling and configuring Notifications by admins in the Admin guide’s Configuring Notifications chapter.
Notifications enabled by an admin for a specific queue are displayed and managed by all users with access to that queue. New issues are highlighted when added to the queue, and each user manages their own highlights independently. If a user removes a highlight, it only disappears for them without affecting others. Users can also disable the Notifications feature for themselves without impacting anyone else.
This chapter covers the following sections to help you manage Notifications:
Below is a live demo of the feature mentioned above. The sections below allow you to review each step in more detail.
To better understand how the Notifications feature can be used, read the Improving issues triage in support teams use case and see its practical application.
New Notifications’ highlights refresh every five minutes.
When Notifications are enabled and configured for a specific queue, you can notice when new issues were added to this queue in two ways:
A group with a queue to which new issues were added is marked with a colorful stripe on the left. When you enter this group, the queue containing the new issues is highlighted with a color set by an admin. The number with a + sign shows how many new issues were added to the queue.
When you enter a queue with new issues added, the new issues are highlighted with a color set by an admin. You can read more about managing highlighted issues in the New issues view section.
When you enter a queue with new issues, those issues are highlighted in a color chosen by an administrator. You can open these issues directly from this view, which removes the highlight, as opening the issue indicates that it is no longer new. However, the Notifications feature lets you see all the newly added issues in one table within the New issues view.
Each user manages their own highlights independently. If a user removes a highlight, it only disappears for them without affecting others.
To access the New issues view and manage all the newly added issues from there, follow these steps:
A blue dot on the button means there are new issues to manage in the New issues view.
You are redirected to the New issues view.
The issues are cleared only from the table within the New issues view, but they remain in the main view of your queue and are no longer highlighted.
You can select all the issues in the New issues view by clicking the Select all Notifications button. The number in brackets shows how many new issues are in the New issues view in total.
If you want to select/deselect all the issues on the current page, click the checkbox above the issue table.
The opened or selected issues have been cleared from the table within the New issues view, and their highlights have been removed. Now, you can find these issues only in the main view of your queue.
Turning Notifications off in a particular queue causes all the notifications to be removed. Turning Notifications on causes notifications to gather again.
If the admin has enabled the Notifications feature for a particular queue, it’s enabled by default for all users. However, you can turn it off (or on again later) to customize your experience. Your decision overrides the admin’s settings and influences only you and this particular queue.
If you want to turn the Notifications on or off in other queues with this feature enabled by an admin, you need to access each queue individually.
To turn the Notifications on/off in a queue:
The Notifications feature is on/off only for you and this particular queue.
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