We’ve introduced new notification toggles to give you greater control over ticket updates and ensure the right agents receive the right notifications.

New Notification Toggles

• Notify Ticket Subscribers on Replies – Manage whether ticket subscribers receive notifications for replies and updates.
• Notify All Team/Category Agents on Replies to Unassigned Tickets – Control broadcast notifications for updates on unassigned tickets.

Notification Control for Assigned Agents

• The notification toggle next to each team now determines if assigned agents receive notifications. When disabled, no notifications are sent to the assigned agent, subscribers, or teams for unassigned tickets.

These updates provide more flexibility in managing agent notifications, reducing unnecessary alerts while keeping teams informed.

For more details and setup instructions, visit our knowledge article