Notifications and emails

Everyone has a Notifications list in the app. Click outside it, move keyboard focus away or press Escape to close it. Opening it fetches the latest updates. Some events are also emailed. Under Settings › Channels › Notifications, an admin can switch each email on or off and change its subject and text.

Other events are always sent: approval requests to approvers, change approvals to CAB members, contract renewals to the contract owner, major incidents to all staff, and password and security emails (set or reset password, password changed, two-step verification turned on or off).

How the emails look

Emails to your requesters and team come from your organization's name (for example Acme Support), and their subject starts with your name in brackets, such as [Acme] Resolved: Printer jam. Each email has a plain-text version and a formatted version with your logo and brand colour (Settings › Organization) and a button to open the case. Requesters can reply to an email about their case to answer on it.

Changing the wording

Templates can use {{title}}, {{message}}, {{case_ref}}, {{case_summary}} and {{organization}}.

Refresh reloads confirmed email settings. Loading, saving and resetting failures are shown; a failed save keeps your wording draft. Refresh before retrying an uncertain change. Reset asks for confirmation and restores both the built-in wording and its default email on/off setting. Controls are locked while a change is being confirmed.