Table of Contents

Notifications

Niamh Ferns Updated by Niamh Ferns

Notifications Overview

The Notification feature allows users to receive alerts on their desktops for certain events on their desktop and will automatically close after 10 seconds if not dismissed by the user.  An end user will be notified when:

  • A ticket status is changed
  • Notes or time entries have been added
  • A company broadcast is made

Portal Notification settings are global, so once enabled, all of your clients will see them. Unless you add contacts / companies to the advanced filters listed in this document.

Enabling Notifications

To enable notifications, follow the steps below

  1. Login to your Admin portal
  2. Navigate to Portal > Notifications
  3. Enable notifications via the toggle switch: Enable Notifications
  4. Select which notification events you want end users to receive
  5. Add your preferred boards
    Note: not adding any boards will mean that users do not receive notifications!
  6. Optionally, limit which companies or contacts receive notifications via Receivers under the Advanced tab. We recommend limiting this feature to individual clients as you update each one.
  7. Optionally, limit notifications by ticket status by adding them to the Status Triggers in the Advanced tab.

Controlling Which Statuses Fire Notifications

You may have certain statuses that you don't need your clients to be notified for. We have functionality in place to configure just that.

Login to the Admin portal and navigate to Portal > Notifications then scroll all the way down to Ticket Notification Status Exception.

Setup

From here you can enter the statuses you want to exclude from firing a notification And that's it - any tickets with these statuses will no longer trigger notifications for your clients!

If integrating with a 3rd party PSA, make sure the spelling is correct and matches the status you have set in ConnectWise. Autotask partners can directly select the status from the dropdown.

Client Portal Ticket Notifications

In the DeskDirector Client portal, the Notification page will show both active broadcasts and recent ticket updates. Here is how the notification page of the client portal looks like:

Broadcasts

We please see our Broadcast feature for more information.

The top section of the notifications page is where all broadcasts appear. A client can not dismiss/remove any broadcast notifications. They can only be removed by Service Agents or will automatically disappear when reaching the end of their scheduled time.

Ticket Updates

As the name suggests, this is where notifications for updates to an end users tickets appear:

  • If the end user has submitted a ticket that requires approval, it will show whether the ticket has been declined/approved
  • It will show ticket changes (i.e. status/priority changes, notes added and others, and for other configured events)
  • Any "internal" changes like techs assigning a resource, adding a CC, adding an internal note, changing ticket contact, et cetera, will not trigger a ticket update notification.
Only the latest update for each ticket will be shown. This is to reduce notification fatigue for end users.

Example: If a ticket has its status changed then a note is added, it will only show that a note has been added and not that it has changed status.

Push Notifications

Aside the notifications page in the client portal, notifications are also pushed to clients from both the web and desktop portal. Here's a screenshot of a push notification for a ticket update (which is also addded to the Ticket Updates section in the Notifications page):

Tech Portal Ticket Notifications

Notifications are a great way to keep track of any activity on a site Ticket Notifications makes it easy to keep track of tickets that you have handled or assigned to you. All your notifications will be visible under the Notifications tabs in the DeskDirector Tech portal.

Opening the page will show all Unread notifications that you have. You can filter the notifications to show all or just unread. Selecting "All Notifications" will show all past notifications that are up to 7 days old. You are able to open the relevant ticket for each notification by clicking on the notification you're interested in.

You can mark notifications as read by clicking on the checkmark adjacent to it, or mark read all unread notifications by clicking on the double check mark beside the unread notification count.

Frequently Asked Questions

"Why do I not see notifications from certain tickets?"

There are several settings for notifications that can be configured in the Admin portal. All these settings are under Portal > Notifications. Double check whether the board has notifications enabled, or if company or contact filters are used for notifications or if there are exceptions as to which ticket status triggers notifications.

Tutorials

Default Settings for Notifications

12 STEPS

1. Open DeskDirector Admin Portal and click Portal.

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2. Click Notifications.

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3. The first option is to enable or disable notifications. Click the Enable Notification switch to toggle it on/off.

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4. Next, you can choose which events will send notifications.

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5. Select Ticket status changed, to activate the notifications for this event.

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6. Also, select Ticket notes added, to activate notifications for this event as well.

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7. If you want to enable desktop notifications, click the checkbox to enable them.

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8. You can select which type of ticket notifications will be enabled. Click on the plus icon to select the types of requests.

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9. Click the checkbox against the request types to select them. You can select more than one.

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10. After selecting the request types, click Save to confirm.

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11. Click Save to save these settings.

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12. That's it. You're done.

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** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2342515/Notifications---Default-settings

Advanced Settings Notifications

21 STEPS

1. Open DeskDirector Admin Portal and click Portal.

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2. Click Notifications.

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3. Click the Advanced tab.

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4. The Status Trigger setting allows us to choose which statuses we want to enable notifications for. Click the three dot menu.

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5. Click Add status name.

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6. In the textbox, start typing a status name. It will search for this status in the system.

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7. Click the status name from the search results to add it.

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8. Again, type another status name to add it to the list.

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9. Click the status name from the search results to add it.

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10. Finally, click Select to confirm the choices.

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11. The Receivers setting lets us select the companies or contacts for which we want to enable notifications. Click the three dot menu.

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12. Click Add companies.

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13. Choose the companies.

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14. Click Select to confirm the selection.

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15. Now we will add contacts. Again click the three dot menu.

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16. Click Add contact.

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17. Click the first contact.

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18. Choose another contact.

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19. Click Select to confirm.

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20. Click Save.

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21. That's it. You're done.

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** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2342523/Notifications---Advanced-settings

Adding Receivers for Notifications

14 STEPS

1. Open DeskDirector Admin Portal and click Portal.

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2. Click Notifications.

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3. Click the Advanced tab.

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4. The Receivers setting lets us select the companies or contacts for which we want to enable notifications. Click the three dots menu.

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5. Click Add companies.

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6. Choose the companies.

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7. Click Select to confirm the selection.

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8. Now we will add contacts. Again click the three dot menu.

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9. Click Add contact

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10. Click the first contact.

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11. Choose another contact.

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12. Click Select to confirm.

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13. Click Save.

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14. That's it. You're done.

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** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2342539/Notifications---Adding-receivers

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