> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fusiondesk.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Manage Notification Preferences and Alerts in FusionDesk

> Set up automated email, in-app, and mobile push notifications in FusionDesk to stay informed about ticket updates and task deadlines.

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.

## Notification Types

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

<CardGroup cols={3}>
  <Card title="Email" icon="envelope">
    Notifications are sent to your registered email address. Ideal for asynchronous teams or when you need a searchable paper trail of alerts.
  </Card>

  <Card title="In-App" icon="bell">
    Alerts appear in the notification bell (top-right corner) while you are logged in to FusionDesk. Unread counts persist until you dismiss them.
  </Card>

  <Card title="Mobile Push" icon="mobile">
    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.
  </Card>
</CardGroup>

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.

## Configuring Personal Notification Preferences

<Steps>
  <Step title="Open your profile menu">
    Click your avatar in the top-right corner of the FusionDesk interface, then select **Notification Preferences** from the dropdown.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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).
  </Step>

  <Step title="Save and confirm">
    Click **Save Preferences**. A confirmation banner appears at the top of the page. Your new settings take effect immediately.
  </Step>
</Steps>

## 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.

## Event Triggers

FusionDesk monitors the following events and can send notifications for each:

| Event                              | Default Channel | Configurable? |
| ---------------------------------- | --------------- | ------------- |
| Ticket assigned to you             | In-App + Email  | Yes           |
| Ticket status changed              | In-App          | Yes           |
| SLA breach (first response)        | Email + Push    | Yes           |
| SLA breach (resolution)            | Email + Push    | Yes           |
| Comment added (public reply)       | In-App          | Yes           |
| Internal note added with @mention  | In-App + Email  | Yes           |
| Task deadline approaching (24 hrs) | In-App + Push   | Yes           |
| Task assigned to you               | In-App          | Yes           |
| Ticket re-opened                   | In-App + Email  | Yes           |
| New ticket created in your queue   | In-App          | Yes           |

<Note>
  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**.
</Note>