Notifications
Choose Slack alerts, inbox history, email, and push on each device
Open Settings > Notifications to change your personal preferences. Each switch saves automatically; if saving fails, Core restores the previous setting and shows an error.
Personal alerts
For each event, choose No alert, Core push, Slack, or Slack and Core push. Slack alerts arrive as a direct message from Core. Your inbox history and email choices remain independent. Existing settings stay as they are until you edit them, and linking your Slack account never turns on Slack alerts automatically.
To use Slack alerts, ask an administrator to connect your staff Slack workspace and link your Slack account. A disconnected account keeps its saved choices. Settings shows whether a recent Slack alert is retrying or needs attention.
If you already receive browser notifications, select Slack to stop Core push for that event on every device. Choose Slack and Core push to receive both. In Slack, manage sounds, quiet hours, and desktop/mobile timing through Slack's notification settings. Slack's settings do not control Core push.
Inbox notifications
Inbox section badges show the full matching total, including items that have not loaded yet. More items load as needed. Refreshing or changing filters replaces the previous view, and failed dismissals or snoozes restore the affected items and update section totals.
Loading more items skips notifications you are dismissing or snoozing. If loading fails, choose Retry in the affected section to continue. Mark all read refreshes the sections and their totals to reflect the remaining notifications.
Choose which events appear in your Core inbox:
| Event | When it appears |
|---|---|
| Ticket assigned to me | A ticket is assigned to you |
| Company replied | A customer replies to your ticket |
| @Mentions | Someone mentions you in a ticket |
| SLA warnings | An SLA deadline approaches |
| SLA breaches | A ticket misses an SLA deadline |
| Ticket follow-up due | An assigned ticket reaches its follow-up time |
| Dashboard shared with me | Someone gives you access to a dashboard |
Follow-up reminders go to the assigned internal technician. They leave the ticket status and SLA timers unchanged.
Some account-security notifications are required. Owners, Super Admins, and Admins receive inbox alerts when someone is invited with admin access or promoted into an Owner, Super Admin, or Admin role. Separately, they receive a security alert email whenever admin access is granted, an admin invitation is resent, or an administrator's account is activated or reactivated.
Email notifications
Turn Email notifications on, then choose the events you want: assignments, new messages, status changes, priority changes, new tickets, completed tickets, and system-maintenance alerts. Turn off the main switch to stop these preference-controlled emails.
These are your staff preferences. Customer ticket emails, approval requests, and integration messages follow their own workflows.
Notification emails include Unsubscribe from these emails. Open the link and confirm to stop that category of email for your address in that workspace, without signing in. Your mail app may also offer a one-click unsubscribe button.
The categories are ticket notifications, feedback surveys, automated emails, and scheduled reports. Unsubscribing from one category leaves the others, other workspaces, and your inbox and push preferences as they are. Direct ticket replies, invitations, and account-security emails continue. The link expires after 180 days; use a recent email if an older link has expired.
Browser push notifications
Push on all devices pauses or resumes Core push in this workspace. Event choices and individual device pauses stay saved while the master is off.
To add a browser, choose Register this browser and allow notifications when asked. Registration does not turn on the all-device master or resume a device you previously paused.
In Your devices, give each browser a recognizable name. Pause, resume, or remove one device without changing your other devices. This browser identifies the browser you are using. Removing a device stops push from this workspace; browser permission and other workspaces stay unchanged. Register this browser again to add it back.
If this browser blocks notifications, allow them in its site settings, then return to Core. Also check your operating system's notification settings for the browser. An unsupported browser can still manage your other devices.
Customer messages and Slack
Customer ticket replies normally use email. On a ticket opened in Slack, replies, resolution notices, and relevant reminders continue in its Slack thread, and the requester receives no ticket emails. Staff assignment and mention emails, and approval requests to an approver, remain separate.
When a team member forwards an email into the helpdesk, the forwarder receives the ticket confirmation, including when the original sender is an automated address.
For email delivery issues, open the customer-facing message on the ticket and review its delivery details. For Slack delivery issues, check for an internal failure note on the ticket.