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Staying informed without being overwhelmed is the key to an efficient support operation. FusionDesk gives you granular control over how and when you receive alerts — from a ticket being assigned to you, to an SLA breach approaching for a critical customer. You can configure notifications at the personal level and, if you’re an admin, set rules that apply across your entire team.

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Notification Types

FusionDesk delivers alerts through three channels, each suited to different working styles and urgency levels:

Email

Notifications are sent to your registered email address. Ideal for asynchronous teams or when you need a searchable paper trail of alerts.

In-App

Alerts appear in the notification bell (top-right corner) while you are logged in to FusionDesk. Unread counts persist until you dismiss them.

Mobile Push

Push notifications delivered to the FusionDesk mobile app on iOS or Android. Best for on-call agents who need real-time alerts away from their desk.
Each notification type can be enabled or disabled independently per event, so you can, for example, receive in-app alerts for every comment but only email notifications for SLA breaches.

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Configuring Personal Notification Preferences

1

Open your profile menu

Click your avatar in the top-right corner of the FusionDesk interface, then select Notification Preferences from the dropdown.
2

Review the event list

You will see a list of all trackable events grouped into categories: Tickets, Tasks, and Mentions. Each row represents one event type.
3

Toggle channels for each event

For each event, use the toggle switches under the Email, In-App, and Push columns to enable or disable that channel. Changes save automatically as you toggle.
4

Set notification frequency for email

For email notifications, choose between Instant (sent immediately when the event occurs) and Digest (bundled into a single email sent at intervals you choose — hourly or end-of-day).
5

Save and confirm

Click Save Preferences. A confirmation banner appears at the top of the page. Your new settings take effect immediately.

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Setting Up Team-Level Notification Rules

Administrators can define notification rules that apply to all agents in a group, ensuring that critical events are never missed regardless of individual preference settings. To configure team-level rules:
  1. Navigate to Settings → Notifications → Team Rules.
  2. Click + New Rule.
  3. Select the Group or Department the rule applies to.
  4. Choose the event that triggers the notification.
  5. Select the delivery channel and the recipients (all group members, group lead only, or a specific agent).
  6. Set any conditions — for example, only fire when ticket priority is High or Urgent.
  7. Click Save Rule.
Team-level rules run in addition to individual preferences. If a rule fires for an agent who has also configured a personal preference for the same event, they may receive alerts on both channels unless you check the Override personal preferences box when creating the rule.

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Event Triggers

FusionDesk monitors the following events and can send notifications for each:
FusionDesk applies a rate limit to email notifications to prevent alert fatigue. If more than 10 email notifications are triggered for the same ticket within a 15-minute window, subsequent alerts are bundled into a single digest email rather than sent individually. This limit does not apply to in-app or push notifications. You can adjust the bundling threshold in Settings → Notifications → Rate Limiting.