Notifications
ServiceOps notifies through two channels — in-app (the bell, plus banners and popups for important announcements) and email — driven by one engine, so a notification is one event delivered where each person wants it.
What triggers notifications
Section titled “What triggers notifications”| Event family | Examples |
|---|---|
| Tickets | Assigned to you, new reply on your ticket, mention with @, status change |
| SLA | A deadline approaching; a deadline breached |
| AI | The agent escalated a conversation to your team; a draft awaits review |
| Proactive support | A monitored service went down; it recovered |
| Announcements | Platform or organization-wide messages, with severity levels |
The notification center
Section titled “The notification center”The bell in the top bar opens your notification feed: unread first, grouped, each entry linking straight to its ticket or object. A full-page view lists everything with filters.
Important announcements can also appear as a banner (persistent until dismissed) or a popup (for critical messages) — severity decides the treatment.
Personal preferences
Section titled “Personal preferences”Each user controls their own delivery in Settings → Notifications: which event families reach them, and whether by email, in-app, or both. An agent who lives in the workspace can turn email off entirely; a manager who visits weekly can keep email digests of what matters.
For administrators
Section titled “For administrators”Organization administrators manage announcement templates and rules — what is sent, to whom, with what severity — from the notifications console. Emails sent by the engine go out through your organization’s email sending method and carry your branding.