Notifications
The Notifications page, under Settings & Access in the dashboard sidebar, sets how you personally hear about activity on a server: by web push, by SMS, or both. The heading reads Your Notification Preferences, followed by the server name.
Personal, not server-wide
Every setting here is tied to your account and the current server. A teammate on the same page sees their own choices, not yours.
Channels
Each channel has its own on/off switch and its own list of events.
Web push
Browser notifications that arrive even when the dashboard tab is closed. Web push works on every plan. To turn it on:
Enable the toggle
Switch on Enable push notifications in the Web Push Notifications card.
Allow notifications in your browser
Select Enable Browser Notifications. Your browser asks for permission. Once you allow it, the dashboard registers a push subscription and the card shows Browser notifications enabled.
Send a test
Use Test Notification to confirm a notification reaches your device. Re-subscribe refreshes the subscription if delivery stops working.
Web push depends on your browser. If your browser does not support notifications, the card tells you so. If you previously blocked notifications, the page shows that they are blocked and points you to the lock icon in your browser's address bar to allow them again.
Push is per browser and device
A push subscription is tied to the specific browser you enabled it in. To get notifications on another browser or device, open the page there and enable push again.
SMS
Text messages to a phone number you add. SMS needs two things:
- The Pro plan. On Free and Community the SMS card shows an upgrade prompt.
- Twilio set up on the server by an admin (below). Until then the card says SMS is not available yet, and its controls stay disabled.
Enable SMS
Switch on Enable SMS notifications.
Add and verify your number
Enter your Phone Number in E.164 format, a + and your country code, for example +1234567890. Press Verify, and enter the 6-digit code texted to you. SMS only reaches a verified number, and editing the number asks you to verify again.
Pick events
Choose which events should text you.
Your number is stored encrypted, and shows masked after a reload, for example +1***5678.
Set up Twilio (admins)
Server-wide SMS delivery is configured on API & Webhooks → Twilio, with your own Twilio account. It needs the Pro plan and the Admin role.
| Field | What to enter |
|---|---|
| Enable SMS | Turns SMS delivery on for the server |
| Account SID | Your Twilio Account SID |
| Auth Token | Your Twilio auth token, stored encrypted |
| From Number | The Twilio number texts come from, in E.164 format |
This only sets up delivery. Each person still turns on SMS and adds their own number on this page.
Per-event toggles
Each channel has its own list of events, so you can route different events to push, to SMS, or to both. Within the Web Push card you pick the events that notify you by push, and within the SMS card you pick the events that notify you by SMS. By default, every event is off for both channels until you enable it.
These are the events you can choose from:
| Event | Notifies you when |
|---|---|
| Ticket Created | A new ticket is opened |
| Ticket Closed | A ticket is closed |
| Ticket Reopened | A closed ticket is reopened |
| New Reply | A user replies to a ticket |
| Staff Assigned | You or another staff member is assigned |
| Staff Unassigned | Staff leaves a ticket |
| Mentioned in Ticket | Someone mentions you in a ticket |
| SLA Warning | Response time exceeds the threshold |
| Inactivity Alert | A ticket has no activity |
The event toggles for a channel are only active while that channel is enabled. If push is off, its event list is grayed out, and the same applies to SMS.
Quiet hours
Quiet hours pause notifications during a window you set, so you are not pinged overnight or outside your working hours.
Turn on Quiet Hours in the Advanced Settings card, then set:
- Timezone. Pick from the grouped list (North America, Europe, Asia, Australia and Pacific, South America, Africa, and UTC). The window is interpreted in this timezone, so it stays correct regardless of where the server or the bot runs.
- Start Time and End Time. Entered as
HH:MM. The defaults shown are22:00to08:00.
The page summarizes the active window underneath, for example "Notifications will be paused between 22:00 and 08:00." Turning quiet hours off clears the start and end times.
Rate limiting and batching
Two more controls in Advanced Settings help you keep the volume manageable on a busy server.
Rate limiting
Turn on Rate Limiting to cap how many notifications you receive in an hour. A slider sets the Maximum notifications per hour, from 1 to 100. The default is 20, and the page suggests 20 to 30 for active servers.
Batch similar notifications
Turn on Batch Similar Notifications to group multiple similar events into a single notification instead of receiving each one separately. This is an on or off toggle.
Save your changes
Quiet hours, rate limiting, batching, channels, and event toggles all save together. After adjusting anything, select Save Preferences at the bottom of the page. The phone field reloads as a masked value once saved.