There are two main kinds of notifications that Deskpro can send: Email notifications, which are sent to your Deskpro Email account, and browser notifications.

Browser notifications are shown in the Notifications bar on the Agent interface:

The icon will display the number of notifications with a number enclosed in a red circle.

If you have desktop notifications enabled, when you receive a browser notification you will also get a pop-up alert on your computer (the exact appearance of which will vary depending on your operating system).

Notification Settings

Notifications in the helpdesk are based on queues, one of the main categorizational structures in Deskpro, therefore if your Admins create custom queues these will become options in your notification preferences.

For each individual queue in a queue set you can enable or disable permissions that carry out notifications for different helpdesk actions, these will notify you as follows:

• New Ticket - When a new ticket is created that filters into the queue.

• Assigned to me - When a ticket is assigned to you

• Unassigned from me - When a ticket is assigned to another agent or unassigned from you.

• New user message - When there is a new message from a user on a ticket in the queue.

• New agent message - When there is a new message from an agent on a ticket in the queue.

• New agent note - When there is a new agent note on a ticket in the queue.

• Property change - When a property is updated on a ticket, such as the status.

Your Admins control whether you can change your notification preferences. If you have the ability to change your notification this can be done from your Agent Profile > Preferences, for more information read Navigation Panel.

From here you can determine which helpdesk events you want to be notified of and if you want to be notified by email, on your browser, or both.