Overview
DeskDay notification settings control which updates are sent, how they are delivered, and who receives them.
Notifications can be configured for:
Tickets
Projects
Tasks
Integration alerts
Ticket notifications can be configured separately for technicians and customer users.
Before you begin
Make sure you have permission to manage notification settings in the Control Center.
Review your team roles and customer-user permissions before changing recipients.
Open notification settings
Open Control Center from the navigation menu.
Go to Channels & Communication > Notifications.
Select the required tab:
Tickets
Projects
Tasks
Integrations
Understand notification settings
Each notification event contains:
Event toggle
Use the toggle on the right side of the event to enable or disable the complete notification.
Turning off the event prevents notifications from being sent through all configured channels for that event.
Notification channels
Depending on the event and recipient type, available channels may include:
In-app
Email
Push Notification
Notification Sound
Teams App
Select a channel to configure who receives notifications through that channel.
Recipient indicator
The badge displayed beside a notification channel shows the number of configured recipient groups.
When All is displayed, the channel is enabled for all applicable recipients.
Configure ticket notifications for technicians
Open the Tickets tab.
Select For Techs.
Locate the required ticket event.
Turn the event toggle on.
Select a notification channel.
Choose the roles or recipients that should receive the notification.
Close the recipient drawer after completing the selection.
Available technician recipient options may include:
All
Assignees
Chat participants
Super Admin
Admin
Finance Admin
Technician
Custom or co-managed roles
Available roles depend on the roles configured in your DeskDay account.
New ticket
Notifies selected technicians when a new ticket is created.
Available channels include:
In-app
Email
Push Notification
Notification Sound
Closed ticket
Notifies selected technicians when a ticket is closed.
Ticket status updated
Notifies selected technicians when a ticket status changes.
Re-opened tickets
Notifies selected technicians when a closed ticket is reopened.
Assignee or schedule added
Notifies selected technicians when:
A technician is assigned to the ticket.
A schedule is added to the ticket.
Chat notification
Notifies selected recipients when a new message is added to the ticket conversation.
Contact time
Notifies selected technicians when a customer user selects or updates a preferred contact time.
Escalated ticket
Notifies selected recipients when a ticket is escalated.
Configure ticket notifications for customers (Global customer notification settings)
Open the Tickets tab.
Select For Customers.
Locate the required event.
Turn the event toggle on.
Select a notification channel.
Choose the customer-user types that should receive the notification.
Available customer recipients include:
Manager
User
Available customer notification channels may include:
In-app
Email
Push Notification
Teams App
New ticket
Notifies the applicable customer users when a ticket is created.
Closed ticket
Notifies the applicable customer users when a ticket is closed.
Ticket status updated
Notifies customer users when the ticket status changes.
Chat notification
Notifies customer users when a new public message is added to the ticket.
Configure notification recipients
Selecting a notification channel opens the Notify drawer.
From the drawer, you can:
Search for a role or recipient type.
Enable or disable individual recipient groups.
Review which recipients currently receive the notification.
Turn off the complete notification channel.
A checkmark indicates that the recipient group is enabled.
Turn off a notification channel
Select the notification channel.
Click Turn off notification in the Notify drawer.
Confirm that the channel is no longer active for the event.
Turning off one channel does not disable the other channels configured for the same event.
Configure project notifications
Open the Projects tab.
Select For Techs.
Enable or disable the required events.
Select the required notification channels.
Choose the technician roles or recipients.
Project notifications can be configured for the following events.
New project
Notifies selected technicians when a new project is created.
Closed project
Notifies selected technicians when a project is closed.
Project status updated
Notifies selected technicians when a project status changes.
Assignee added
Notifies selected technicians when a team member is assigned to a project.
Available channels may include:
In-app
Email
Push Notification
Notification Sound
Configure task notifications
Open the Tasks tab.
Select For Techs.
Enable or disable the required events.
Select the required notification channels.
Choose the technician roles or recipients.
Task notifications can be configured for the following events.
New task
Notifies selected technicians when a new task is created.
Closed task
Notifies selected technicians when a task is closed.
Task status updated
Notifies selected technicians when a task status changes.
Assignee added
Notifies selected technicians when a team member is assigned to a task.
Chat notification
Notifies selected recipients when a new message is added to the task conversation.
Available channels may include:
In-app
Email
Push Notification
Notification Sound
Configure integration alert notifications
The Integrations tab controls notifications generated from supported RMM integrations.
Available integrations may include:
N-able N-central
NinjaOne RMM
Level RMM
Datto RMM
To enable integration notifications:
Open the Integrations tab.
Locate the required integration.
Turn on the notification toggle.
When enabled, DeskDay notify technicians about alerts received from that connected integration.
The integration must already be connected and configured before alert notifications can be received.
Important notes
Ticket notifications are configured separately for technicians and customers.
Project and task notifications are currently configured for technicians.
Customer notification channels may include the IT-Connect Microsoft Teams app.
Notification Sound is available only where supported by the application and device.
Disabling an event stops all channels configured under that event.
Disabling one channel does not disable the remaining channels.
Recipient badges show how many roles or recipient groups are configured.
Custom roles appear as recipient options when they have been created in DeskDay.
Users may need to refresh or reopen DeskDay or IT-Connect after notification settings are changed.
Troubleshooting
A notification event is not being sent
The event toggle is enabled.
At least one notification channel is enabled.
The correct recipients are selected.
The ticket, project, or task action matches the configured event.
A technician is not receiving notifications
The technician’s role is selected.
Assignees is selected when the notification should go only to assigned technicians.
The technician is assigned to the ticket, project, or task where required.
The technician has enabled browser, desktop, or mobile notification permissions.
A customer user is not receiving notifications
The correct customer recipient type is enabled.
The user belongs to the correct customer.
The user is included in the ticket conversation.
The selected delivery channel is available to the user.
Overside global settings is not enabled on customer notification settings
Push notifications are not received
Push Notification is enabled for the event.
The user is signed in to the IT-Connect desktop or mobile application.
Device notification permission is enabled.
Focus, battery optimization, or device-management settings are not blocking notifications.
Teams App notifications are not received
The Teams App channel is enabled.
IT-Connect is installed and available in Microsoft Teams.
The customer user is signed in to the correct IT-Connect account.
The user belongs to the selected customer recipient group.
Notification sound is not played
Notification Sound is enabled.
The browser or application is allowed to play sound.
The device is not muted.
Focus or Do Not Disturb is not active.
Integration alerts are not received
The integration is connected.
Notifications are enabled under the Integrations tab.
The integration is actively sending alerts.
The required integration permissions and mappings are configured.
For assistance, contact DeskDay Support at [email protected].