Overview

Notifications provide your agents with important information, regardless of whether they're actively using the platform.

Notifications are sent only to users logged in to Glassix.

Notifications can include sound, browser notifications, or both. You can set default settings for all you're agents in the settings console, in addition to every agent managing their settings.

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Note:

Due to browser notification's policies, notifications and sounds will show once you've interacted with the page (i.e., click on the agent console).

Notification Types

Glassix provides three different types of notifications:

1. New ticket notification
2. New message notification
3. New message in queue notification

New ticket notification

Agents will receive a notification when:

1. A ticket is assigned to them automatically when opened.
2. A ticket is assigned to them from the bot or the general queue.
3. A pending or snoozed ticket returns to being open.

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Note:

For users manually dispatching unassigned tickets from the queue, this notification will be received every time a new unassigned ticket is opened when viewing the unassigned tickets tab.

New message notification

Agents will receive a notification for every new message sent by another participant (customer or agent) in tickets in which they're a participant.

New message in queue notification

Agents will receive a notification for every new message a customer sends in tickets in the general queue.

Manage in Settings

1. Go to Settings.

   Click on the symbol in the agent dashboard.

2. Click Users → All users → Settings. Click here
3. Under Notifications, select the desired Notification option from the dropdown for each notification type.
4. Click Save

Mange from Agent Console

1. Log into your Glassix user.
2. Click on your profile picture at the top corner.
3. Click My profile → Notifications.
4. Under Notifications, select the desired Notification option from the dropdown for each notification type.
5. Click Save