Overview

The user notification system delivers personal alerts (e.g., on ticket assignment) to a user's chosen channel. This article walks through the channels available, how to set them up as a user or as an admin, and how to opt in to ticket assignment notifications during business hours and after hours.

Supported channels

• User Email — sends to the email address on the user's record. Available to users from their own profile only.
• Pushover — sends a push notification to the Pushover mobile or desktop app. Requires a per-user Pushover user key. Available to users and admins.

Each user must mark exactly one channel as Primary. If no primary channel exists when a notification fires, the system logs a skip and sends nothing.

Add a channel as a user

1. Click your avatar (top-right) and choose Edit profile.
2. Open the Notification Channels tab.
3. In the channels table, click Add Channel.
4. Choose Channel Type: User Email or Pushover.
   
   
5. If Pushover, paste your 30-character Pushover user key (found in your Pushover account settings).
6. Toggle Primary Channel on for the channel you want notifications delivered to.
7. Click Save.
8. Optional — click the row, then Send Test to confirm delivery. Result appears in the Notification History table on the same tab.

Add a channel for another user as an admin

Where to find it: Admin Panel → Users → (select user) → Channels tab

1. Open the user record in the Admin panel.
2. Switch to the Channels tab.
3. Click Add Channel.
4. Channel Type is fixed to Pushover from the admin side. Paste the user's 30-character Pushover user key.
5. Toggle Primary Contact on.
6. Click Save.

Admins cannot add a User Email channel for someone else — the user adds that themselves from their own profile.

Enable ticket assignment notifications during business hours

Business-hours and after-hours opt-in are independent toggles. Either, both, or neither can be on.

1. Open Edit profile → Notification Channels tab (user) or Admin Panel → Users → (user) → General tab (admin).
2. Find the Ticket Assignment Notifications section.
3. Turn on Notify on assign after business hours.
   
   
4. Click Save.

Enable ticket assignment notifications after business hours

1. Same location as above.
2. Turn on Notify on assign during after hours.
   
3. 
   
4. Click Save.

"Inside" vs "outside" business hours is determined by the user's linked Business Hours Plan for the current account. The plan and its timezone are visible on the profile under Profile → Schedule & Timezone. If a user has no business hours plan linked, ticket assignment notifications will not fire and the skip is logged.

Result

When a ticket is assigned to the user, the system checks the matching toggle (business hours or after hours), confirms a primary channel exists, and dispatches a notification to that channel. The recipient sees a message titled "{ticket number} assigned to you" with the ticket subject in the body. Every send — success, failure, or skip — is recorded under Notification History on the user's profile and in the admin User Notify Log.

Related Articles

• Setting up Business Hours Plans
• Pushover account setup