{"id":20107,"date":"2023-08-18T13:42:35","date_gmt":"2023-08-18T13:42:35","guid":{"rendered":"https:\/\/help.kanidesk.com\/en\/docs\/notifications\/setting-up-notifications-in-desk365\/configuring-agent-notifications\/"},"modified":"2026-03-17T17:14:42","modified_gmt":"2026-03-17T17:14:42","slug":"configuring-agent-notifications","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/configuring-agent-notifications\/","title":{"rendered":"Configuring agent notifications"},"content":{"rendered":"\t\t
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\n Available with:<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Standard<\/span>\n <\/span>\n \n |<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Plus<\/span>\n <\/span>\n \n |<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Premium<\/span>\n <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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In a busy helpdesk environment, it is essential that agents are notified promptly when a new ticket is submitted or when an existing ticket is updated. Agent notifications play a crucial role within Desk365<\/a>, ensuring that agents or support staff remain well-informed about new or modified tickets.\u00a0<\/p>

The importance of agent notifications cannot be understated, as they help to ensure that tickets are addressed promptly and efficiently. When agents are notified of new or updated tickets, they can prioritize their workload accordingly and ensure that no customer request goes unanswered.<\/p>

Agents can choose to receive notifications in Desk365<\/a> via email or Microsoft Teams or both. To receive Microsoft Teams notifications, an agent must have installed the Desk365 Agent Bot<\/a> on their Microsoft Teams account.<\/p>

This can be done on their “My Profile” page. This help center article explains in detail about individual notification settings for agents.<\/p>

Additionally, Desk365 offers real-time notifications within the Agent Portal, which ensures agents are <\/span>immediately<\/span> alerted to ticket updates as they happen. For more information, you can refer to the help article on <\/span><\/span>real-time notifications<\/span><\/span><\/a>.<\/span><\/span>\u00a0<\/span><\/p>

Desk365 offers a variety of agent notifications that can be customized to keep your team informed and ensure timely responses. You can configure notifications based on ticket assignments, SLA reminders, approval requests, and watcher updates. Below are the different types of notifications you can set up:<\/span>\u00a0<\/span><\/p>

–\u00a0Ticket is assigned to agent<\/span>\u00a0<\/span><\/p>

–\u00a0Ticket is assigned to group<\/span>\u00a0<\/span><\/p>

–\u00a0Contact replies to ticket<\/span>\u00a0<\/span><\/p>

–\u00a0 Note is added to ticket<\/span>\u00a0<\/span><\/p>

–\u00a0 SLA response time reminder<\/span>\u00a0<\/span><\/p>

–\u00a0 SLA resolution time reminder<\/span>\u00a0<\/span><\/p>

–\u00a0 SLA response time violation<\/span>\u00a0<\/span><\/p>

–\u00a0 SLA resolution time violation<\/span>\u00a0<\/span><\/p>

–\u00a0 Approval request created<\/span>\u00a0<\/span><\/p>

–\u00a0 Approval request cancelled<\/span>\u00a0<\/span><\/p>

–\u00a0 Reminder for approval request<\/span>\u00a0<\/span><\/p>

–\u00a0 Approval granted<\/span>\u00a0<\/span><\/p>

–\u00a0 Approval rejected<\/span>\u00a0<\/span><\/p>

–\u00a0 Watcher added to ticket<\/span>\u00a0<\/span><\/p>

–\u00a0 Watcher removed from ticket<\/span>\u00a0<\/span><\/p>

–\u00a0 Watcher – Agent replies to ticket<\/span>\u00a0<\/span><\/p>

–\u00a0 Watcher – Contact replies to ticket<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Now, let\u2019s take an example of \u2018Agent Notification\u2019 that occurs when a ticket is assigned to agent.<\/p>

To configure notifications for agents, follow these steps:<\/p>

1. Log in to your Desk365 helpdesk account.<\/p>

2. Navigate to Settings > Productivity > Notifications tab.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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3. Click on the \u2018Agent Notifications\u2019 section.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"agent-notifications-in-desk365-helpdesk-software\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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4. Select the types of notifications that you want to configure, such as \u2018Ticket is assigned to agent\u2019, \u2018Ticket is assigned to group\u2019, \u2018Contact replies to ticket\u2019, and more.<\/p>

You can also modify the current message by clicking on the edit icon that will bring you to the message screen, allowing you to customize the email notification templates.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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5. This email is automatically sent to an agent whenever a ticket is assigned to them. This notification alerts the agent about the newly assigned ticket, enabling them to initiate prompt action.<\/p>

Additionally, you have the flexibility to personalize the email template according to your specific needs.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"configuring-agent-notifications-in-desk365\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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6. You can also incorporate\u00a0placeholders<\/a> that are populated dynamically based on ticket and account properties.<\/p>

After making the required changes on the template, click on the \u2018Save\u2019 button to save your changes that you made to the template.<\/p>

Configuring agent notifications is an important step in ensuring that your agents are always on top of their game when it comes to responding to customer enquiries.<\/p>

By following the steps outlined in this article, you can set up notifications that work for your team and help you provide the best possible customer service.<\/p>

Remember to identify the types of notifications your agents need, configure notification channels<\/a>, test notifications, and monitor and adjust notifications as needed. With these steps in mind, you can configure agent notifications that help your team provide the best possible customer service.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":13,"featured_media":0,"parent":18813,"menu_order":2,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-20107","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/20107","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=20107"}],"version-history":[{"count":83,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/20107\/revisions"}],"predecessor-version":[{"id":35949,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/20107\/revisions\/35949"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18813"}],"next":[{"title":"Notification restrictions in Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/notification-restrictions\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/20120"}],"prev":[{"title":"Configuring contact notifications","link":"https:\/\/help.desk365.io\/en\/articles\/configuring-contact-notifications\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/20106"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=20107"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=20107"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}