SupportPal Docs

Operator Notifications

This page allows you to update the notification preferences for each operator account.

Contents

Searching for Operators

Table Sorting

By default, the table is sorted based on name. Once the table has loaded, you can change the sort column by clicking the up/down arrows:

This action is only temporary and will disappear once the page has been reloaded.

Filtering the Table

It's possible to filter operators based on their name:

  1. Visit Settings -> Users -> Operator Reply Templates and click "Filter Results".
  2. Search terms:
    1. Name - It's possible to search for partial names. For example, you could find "John Smith" by searching for "joh" or "ith".
  3. The table will be filtered automatically as you enter search terms.

Updating an Operator's Notification Preferences

To update an operator's notification preferences, please follow these steps:

  1. Visit Settings -> Users -> Operator Notifications. Find the operator and click the edit (pencil) icon on the right side of the table row.
  2. Complete the input fields:
    • Default Department Subscription
      The default notification subscription that applies to all departments which do not have a specific subscription set. This controls which notifications are sent for ticket events. The following options are available:
      • All Activity - Receive notifications about all activity in this department. This includes when you are not assigned to the ticket and others are, perfect for a manager who oversees everything in the department.
      • Unassigned and Assigned - Receive notifications from this department when there are no assignees on the ticket, or when you are assigned. Notifications are also sent when you are watching a ticket or @mentioned in an operator reply or note.
      • Assigned Only - Receive notifications from this department only when assigned to the ticket. Notifications are also sent when you are watching the ticket or @mentioned in an operator reply or note.
      • Ignore - Do not receive notifications for any activity in this department, except when watching the ticket or @mentioned in an operator reply or note.
    • Department Subscriptions
      This section is collapsed by default. When clicked upon, it expands and allows you to customise the notification subscription per department. Selecting 'Default' will use the value configured under the 'Default Department Subscription' field.
    • Notifications
      Toggle individual events to receive notifications for, by email or by browser notifications.
    • Browser Notifications
      While you have the operator panel open, it will check for new tickets, user replies, mentions by other operators, and private messages. These events can be shown as notifications. The following options are available:
      • In-App Notifications - Built-in notifications shown whilst viewing SupportPal.
      • Desktop Notifications - Notifications can be seen even if the window in minimised. You must be viewing SupportPal via a secure connection (HTTPS), and also grant permission when asked by your browser.
      • None - No notifications at all.
  3. Click the "Submit" button.