For Operators

Notification Settings

Each operator chooses their own notifications in Profile → “Notifications”. The settings are stored separately for each project: the card lists all your projects, with the current one (marked “Current”) first and already expanded.

Events

“New ticket” — a new ticket was created.
“Ticket assignment” — a ticket was assigned to you. Only the assignee gets it; other operators don't.
“SLA violation” — the first-response or resolution deadline was missed or is about to run out. This one toggle covers every SLA notification.
“New message” — a customer wrote in a ticket.
“Ticket resolved / closed” — a ticket was closed.
“Ticket reopened” — a closed ticket was opened again.
“Customer rating” — a customer rated a ticket: in the Telegram or VK bot, in the widget, on the rating page from an email, or through the API.

Every event except “Customer rating”, “Ticket resolved / closed” and “Ticket reopened” is on by default. A notification about a ticket goes to its assignee, or to every operator in the project if it's unassigned — and each of them gets it only if they have that event turned on.

Where they arrive

Enabled events arrive in the in-app notification bell and as a push notification on the devices where you turned push on (see Push notifications). The “Email copy” switch under the events also sends them to your account's email; it's off by default and set separately for each project. There are no personal Telegram notifications — alerts to the project's Telegram group are set up by an owner or admin in Settings → Notifications.

Department notifications

If you belong to departments, a “Department notifications” toggle appears under the events. While it's on, you get notifications for tickets in all your departments. Turn it off and tick only the departments you need; with nothing ticked, no notifications arrive for department tickets. Tickets with no department, and a ticket being assigned to you, still notify you.

When notifications don't arrive

You're outside your personal schedule in the “Work hours” card — see Work hours and the on-duty badge. The project's shift hours don't mute notifications.
The customer is muted — their tickets don't notify anyone until the mute is lifted (see Contact moderation).

The project can also send bell notifications: if the “In-app” channel is ticked for an event in Settings → Notifications, every operator in the project gets it (departments and personal schedules still apply), even with that event turned off in their profile.

Sound

The “Sound Notifications” card turns on sound in an open SupportHub tab: it plays when a new ticket or a new message arrives in the current project, regardless of the event toggles. Whether sound is on is remembered in this browser (the speaker icon in the Inbox does the same), while the chosen sound — “Train horn”, “Beep”, “Chime”, “Soft” or a custom one — is saved to your account. A custom sound is uploaded as MP3, WAV, OGG or M4A up to 25 MB and saved at up to 200 KB after trimming.

If you only work your own tickets, turn off “New ticket” so every new ticket doesn't distract you.

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