---
description: "How to configure a notification for an event type"
---

# 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](../operator-hub.md).
- 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 (for example **ticket category changed**) may be **view-only** while the feature is still in development.
- **SLA and normative types are off by default.** After you enable Notification Center, open **SLA expired**, **Time in status exceeded**, **Normative response warning**, or **Normative response overlimit**, turn **Enabled** on, pick channels, and **Save**. Without that step, no SLA or normative alerts are sent to you (mandatory types set by an administrator are an exception).

## 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.

### Chat created: sound on auto-connect

If **auto-distribution** is enabled on your instance (chats are assigned to operators automatically), there is no separate sound for a new chat — you only hear the **new message** sound, so it is hard to tell "a chat was assigned to me" from "a new message in the chat".

For **Chat created**, the **Sound on auto-connect** option is available. It appears **only** when auto-distribution is enabled on the instance. When it is selected, the sound chosen for **Chat created** plays the moment you are auto-connected to a dialog — **sound only**, with no banners or bell notifications.

To turn it on:

1. In **Chat created**, enable the **Sound notifications** channel and pick a melody (sound must be enabled on the **Channels** tab).
2. Select **Sound on auto-connect**.
3. Click **Save**.

Pick a melody for **Chat created** that differs from the new-message sound — that way you can tell a newly assigned chat from a message in an existing dialog by ear.

### 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](test-notification-channel.md).

## 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.

## Related guides

- [How to link Telegram](connect-telegram-channel.md)
- [How to link Viber](connect-viber-channel.md)
- [How to configure browser notifications](configure-browser-push.md)
- [How to test a channel](test-notification-channel.md)