Notifications
The Notifications page lets you choose how you want to be told about activity in a server. These are your personal preferences, set per server, and they only affect you. They are different from the server-level webhook and SMS setup that an admin configures in Settings. You set how you get pinged here. Admins set up the underlying delivery there.
Open the page from your server dashboard. The heading reads Your Notification Preferences, followed by the server name. Nothing you change here is visible to other staff or applied server-wide.
Personal, not server-wide
Every setting on this page is tied to your account and the current server. A teammate looking at the same page sees their own choices, not yours. For the server-level integration setup (Twilio credentials, webhooks), see the Settings page.
Channels
You can be notified through two channels. You can turn each one on or off and pick which events use it.
Web push
- Browser notifications, even when the dashboard tab is closed
- Available on every plan
- Tied to the specific browser and device you enable it on
SMS
- Text messages to a phone number you add
- Available on the Pro plan
- Requires Twilio configured on the server by an admin
Web push
Browser notifications that arrive even when the dashboard tab is closed. Web push is available 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-message notifications to a phone number you add. SMS is a premium channel and has two requirements:
- Your server's plan. SMS is available on the Pro plan. On Free and Community, the SMS card is gated behind an upgrade prompt.
- Twilio configured on the server. SMS only sends if a server admin has set up Twilio under Settings. Until that is done, the SMS card shows: "SMS notifications are not available yet. An admin needs to configure Twilio in the server settings first." The enable toggle and phone field stay disabled.
When both conditions are met, you can:
- Switch on Enable SMS notifications.
- Enter your Phone Number in E.164 format (start with
+and your country code, for example+1234567890). - Choose which events should send you an SMS.
Your phone number is stored encrypted. When the page reloads, it shows a masked version (for example +1***5678) rather than the full number.
Two separate requirements for SMS
Your plan controls whether the SMS card is available. Twilio being configured on the server controls whether messages actually send. Both must be in place. Adding a phone number on a server without Twilio set up will not deliver anything.
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 greyed 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.
How this differs from Settings
It is worth being clear about the split, because both areas mention SMS and notifications.
| This page (Notifications) | Settings > Integrations |
|---|---|
| Your personal preferences | Server-wide configuration |
| Applies only to you | Applies to the whole server |
| Choose web push and SMS for yourself | Connect Twilio so SMS can send at all |
| Pick which events ping you | Set up the delivery infrastructure |
If you want SMS but the card is locked or shows the Twilio warning, that is a server-level setup task, not something you can resolve from this page. Ask a server admin to configure it under Settings.