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Notifications Overview

Overview

Notifications keep you and your team informed about what is happening in your helpdesk without having to watch the inbox. When something you care about happens (a ticket comes in, a contact replies, you are assigned a ticket), There There sends an alert to wherever you work.

You decide both what triggers a notification and where it is delivered.

Notification types

These are the events you can subscribe to:

  • Ticket opened: Sent when a new ticket is received or an existing ticket is reopened, showing the subject, sender name, and email.
  • New reply on any ticket: Sent when a contact replies to any ticket, including a preview of the message.
  • Ticket assigned to me: Sent when a ticket is assigned to you, showing who made the assignment.
  • Mentioned in a private note: Sent when someone @mentions you in an internal note on a ticket.
  • New reply or private note on a ticket I'm assigned to: Sent when a contact replies, or a teammate leaves a private note, on a ticket you are assigned to.

Where notifications are delivered

Each notification destination targets one of the following channels:

  • Slack: Posts a rich message to a Slack channel, with a button to open the ticket. See Slack.
  • Discord: Posts a rich card to a Discord channel, where you can also change the ticket's status. See Discord.
  • Webhooks: Sends a signed JSON request to any HTTPS endpoint you control, so you can wire notifications into your own systems. See Webhooks.

Personal and workspace destinations

You can configure notification destinations in two places:

  • Settings > Notifications for personal alerts. Supports all five notification types listed above.
  • Settings > Workspace Notifications for team-wide alerts. Supports only Ticket opened and New reply on any ticket, since the other three are inherently personal.

You can set up as many destinations as you like, each targeting a different channel and subscribed to a different set of events. For example, you might send all new tickets to a shared Slack channel while routing your personal assignment alerts to a webhook.