Notifications
Your team hears about new tickets straight away
You do not have to keep the portal open. When a ticket is opened, a customer replies or feedback arrives, your team is notified through Slack, Telegram, email or your own address.
An administrator defines the channels under General Settings → Notifications.
Four channel types
You choose the channel, we send the notification
Every company sets up its own Slack address or Telegram bot. Each company’s channels are completely separate.
Slack
Paste the “Incoming Webhook” address from your Slack workspace. The notification lands in the Slack channel you chose.
Telegram
Enter the token of the bot you created with @BotFather and the chat ID. The notification reaches your phone instantly.
No setup is needed. The notification goes to your team’s inbox, and the rule you choose decides who receives it.
Your own address (webhook)
Enter any address you like. Microsoft Teams and Google Chat recognise this notification directly, and you can connect tools such as Zapier, Make and n8n the same way.
Events
Choose for each channel when it should notify
For each channel you choose the events that trigger a notification. For example, an administrator’s Slack can hear only about new tickets, while the support team’s Telegram hears about every reply.
- When a new ticket is opened
- When a customer replies to a ticket
- When new feedback arrives
- Several channels can be used at the same time
Privacy
Customer details are not sent to the channel
Chat channels are usually visible to the whole team. That is why the customer’s name, email address and message are not sent by default. Only the ticket number, subject, category and a link to the desk go to the channel.
- You can turn on sending customer details in the settings if you want to
- The Slack address and Telegram token are stored encrypted
- They are never shown in full on screen
- Leaving the box empty while editing keeps the saved value
The email channel
You do not type an address, you choose a rule
The email channel has no fixed recipient address. The rule you choose decides who gets the notification: only the staff member concerned, or that staff member and the administrators.
- The staff member concerned is the person assigned to the ticket, or the staff covering that topic if nobody is assigned
- If no recipient is found, the notification goes to the administrators, or failing that to the company’s contact address
- If you set up your own email server, notifications are sent from it too
- If email has not been set up, the channel shows a warning on screen
Reliability
The ticket opens even if the notification fails
An unreachable channel does not stop your support process. The error appears next to the channel, so you notice the problem right away.
Six-second time limit
A slow channel does not delay the ticket. Channels are tried at the same time, so if one hangs the others are unaffected.
Test button
You can test a channel while it is still switched off. Turn it on once you have seen it work.
Live preview
The form shows you exactly how the notification will look.
No access to the internal network
A webhook address cannot point at the server’s own network. Slack and Telegram notifications only go to their official addresses.
The channel type is fixed
A saved channel’s type cannot be changed later, so notifications are not lost through a wrong setting.
Long messages are shortened
Text sent to a channel is cut at 600 characters, so a long ticket does not flood a chat channel.
Let us set up your notifications together
Tell us which app your team uses, and in the demo we will set up the channel and test it together.