How to configure a notification for an event type

When you want to be notified about a specific event (for example, a new ticket or an SLA breach), configure that notification type and choose delivery channels.

When it is useful

  • You want instant alerts for new tickets.
  • You need notifications for critical events (SLA, CSAT).
  • You want to control which events notify you.

What to know

  • A notification type is a specific system event (for example, “Ticket created”, “SLA breached”).
  • Delivery channels are how you receive notifications: bell, banner (toast), sound (when enabled on the Channels tab), browser (push), and bot channels (email, Telegram, Viber, and so on — if your administrator enabled them).
  • Categories group types in the UI (for example, creation/messages, changes, CSAT, SLA, normatives). See the full list in the Notification Center reference.
  • The full screen with event types is available only when the Notification Center is enabled on the instance; otherwise the profile shows a simplified screen without NC type selection.
  • Some rows (including part of CSAT/SLA/normatives) may be view-only until the administrator enables extended type settings on the instance.

Before you start

  • You are logged in.
  • The Notification Center is enabled on the instance (otherwise this guide does not apply — only simplified profile alerts remain).
  • You can open Profile → Notifications.

Steps

1. Open notification settings

Go to Profile → Notifications.

Or user menu → Settings → Notifications.

2. Open the “Notification types” tab

You will see notification types grouped by category.

3. Find the type you need

Use search or scroll to the category.

For example, for new tickets open Creation → Ticket created.

4. Turn the notification on

Set the Enabled toggle to on.

5. Choose delivery channels

Select channels you want (only those enabled on the Channels tab or set as mandatory by an administrator appear):

  • Bell notifications — in the header bell (usually always available)
  • Banner notifications — toast pop-ups
  • Sound notifications — when sound is on on Channels; you can pick a melody per type
  • Browser notifications — system / push (browser permission and subscription if using push)
  • Bot channels — Telegram, Viber, WhatsApp, eChat, email, custom channel, and so on — only if an administrator configured the bot and channel; email usually needs a profile address and linking in the bot channel block

Note: If a channel is not connected or not configured on the instance, it may be missing from the list or will not deliver — check on-screen hints and with your administrator.

Chat created: subject filter

For Chat created, you can limit notifications to specific chat subjects (topics configured in your project). This applies only to Notification Center delivery (bell, banners, sound, browser, messengers, and so on — depending on the channels you selected). It does not change other Operator Panel behaviour (for example, live updates in lists or the main working area).

  • Default (or All subjects) — you are notified about new chats the same way as before, for any subject.
  • Selected subjects opens a multi-select field with search. Pick the subjects you care about. Use No subject for new chats that are not linked to a subject.
  • If Selected subjects is on but the list is empty and No subject is not included, you will not receive Notification Center alerts for chat creation (even if the type and channels are enabled).
  • Clear empties the subject list; change the mode or pick subjects again, then Save.

The same subject set applies to every delivery channel you enabled for this type — you do not configure the filter separately per channel.

6. Save

Click Save at the top of the profile page (changes apply after save).

Result

After saving, you receive notifications for the selected event through the selected channels.

For example, if you set Ticket created with Bell + Banner, when a new ticket is created you get:

  • A notification in the bell
  • A banner in the top-right corner

Verification

To verify:

  1. Create a test ticket (or ask a colleague to create one).
  2. Confirm the notification arrives on the selected channels.

Or use channel testing — see How to test a channel.

Alternatives

Bulk configuration

To configure several types at once:

  1. Use checkboxes to select types.
  2. Click Assign channels.
  3. Choose channels in the dialog.
  4. Save.

Enable a whole category

To toggle all types in a category:

  1. Use the toggle on the category header.
  2. All types in that category are turned on or off together.