Views and notifications

Views group tickets by a shared condition so you can work through them without searching every time. Notifications tell you when something needs your attention without watching every view. Both only ever show you tickets in groups you have access to — see Roles and groups for how that access is granted.

Default viewsCopy Anchor Link

Every tenant starts with these built-in views:

A view and its count only ever include tickets in groups you have access to — the same view looks different to different people depending on what they can see.

Live countsCopy Anchor Link

Each view shows a count of matching tickets. When a ticket changes in a group you can see, the count updates within about a second. For a condition based purely on elapsed time (for example, a reminder reached within the last few hours), the count can take up to 30 seconds to catch up.

Hiding and reordering viewsCopy Anchor Link

You can freely reorder or hide any personal view you built yourself. Shared views — including the default views above — can only be reordered or hidden by someone with permission to edit views, and a change they make applies to everyone the view is shared with. Default views can be hidden, but they can't be deleted.

NotificationsCopy Anchor Link

The notification center shows an unread count and lists the events below as they happen. You're notified about:

• A new ungrouped ticket (only if you have access to Ungrouped).
• A ticket arriving in a group you can view, whether it was just created there or moved in.
• A new customer message on a ticket assigned to you.
• A new customer message on an unassigned ticket in a group you can view — but only once staff has already replied; a brand-new ticket's first messages are covered by the "new ticket" notification instead.
• A ticket assigned to you.
• One of your tickets reopened by the customer, or its state or priority changed by someone else.
• An @mention of you, in a reply or an internal note.
• An SLA warning or breach (once your tenant has SLA policies).
• A pending reminder reached on a ticket you own.

You're never notified about your own actions, and you only ever get notified about tickets you can currently access — if you lose access to a ticket's group, you stop hearing about it. Customers are never notified about internal notes; see Working tickets for how notes differ from replies.

If a customer sends several messages on the same ticket within 2 minutes, they arrive as one notification with a count, not one per message. The same event never notifies you twice.

Read and unread status stays in sync across every open tab and device — marking something read in one place clears it everywhere, right away. If you were offline, signing back in or reconnecting shows you what you missed while you were away.

Notification preferencesCopy Anchor Link

You choose which of these events also reach you as a desktop notification or an email, and you can pause those alerts with a master switch. See Notification preferences.