Notification preferences
Choose which events notify you in the app, as desktop notifications and by email, pause alerts with the master switch, and set your organization's defaults.
ReplyX can tell you about the same event in three places: the notification center in the app, a desktop notification from your browser, and an email. You choose which events use which of them. For the list of events, see Views and notifications.
Open your preferences
Open your profile and select Notification preferences, or select Preferences at the top of the Notifications page. The page shows one row per event and a column for each channel: In-app, Desktop and Email. Tick the boxes you want and select Save preferences.
Your organization sets the starting choices. Once you save, the whole grid is yours: later changes to the organization's defaults don't change it.
Turn on desktop notifications
Desktop notifications need your browser's permission, once per browser.
- On the preferences page, select Turn on desktop notifications.
- When your browser asks, choose Allow.
- Make sure the Desktop box is ticked for the events you want.
Clicking a desktop notification opens the ticket in ReplyX. If your browser says notifications are blocked for this site, allow them in the browser's site settings and select the button again. Use Re-register this browser if notifications stop arriving after you cleared your browser data. Each browser you use needs its own permission.
Email notifications
Ticked Email boxes send an email to your sign-in address, with a link to the ticket. Email is off for every event until you or your organization turn it on.
Bursts become one alert
When a customer sends several messages on the same ticket, you get one desktop notification and one email for the burst, sent 2 minutes after the first message and saying how many arrived. The same event never alerts you twice on the same channel.
Pause everything with the master switch
Turn off Desktop and email notifications to stop every desktop notification and email at once, for example on holiday. Your notification center keeps recording everything while the switch is off, so nothing is lost; it just doesn't alert you. Turn the switch back on and save to resume.
A burst that was waiting to be sent when you turned the switch off isn't sent.
For admins: set your organization's defaults
If you can edit organization settings, open Admin and then Notification defaults. The same grid sets the channels each event uses for people who haven't saved their own preferences. Select Save defaults to apply your changes. People who already saved their own preferences keep them. Each change is recorded in the audit log.
Views and notifications
How default views filter and count tickets you can access, how to hide or reorder views, and which events trigger an in-app notification.
Build and share custom views
How to build a view with conditions, sort order and columns, share it with your team, and edit it later, including what sharing does and does not reveal.