IntelliDesk notifies you in the bell at the top right, and, if you've switched them on, as push notifications on your computer or phone. If something you expected didn't reach you, work through the checks below.
1. Was it something that notifies you?
You're notified when:
- a ticket is assigned to you by someone else (or by auto-assignment);
- a customer replies to a ticket you own or follow;
- someone @mentions you in an internal note;
- a new ticket arrives on a desk that's set up to notify you (see section 3);
- an SLA warning: a ticket you're responsible for is close to its due time;
- No one available on {desk}: for a desk's managers, when auto-assign found nobody available and a new ticket is waiting unassigned (at most once every 4 hours per desk);
- and a few others, such as an SLA breach or escalation, a card approval, a timesheet decision or a chat visitor waiting.
You're never notified about your own actions. Assigning a ticket to yourself, or replying to your own mention, doesn't create a notification. And a customer reply on a ticket you neither own nor follow won't notify you; click Follow on the ticket if you want to hear about it.
When a ticket's owner is unavailable, customer replies are routed to cover: if the owner is away, the owner and the desk's backup are notified; if the owner is on leave or absent, the backup is notified instead (or the desk's managers if there's no available backup). If you're the owner and you're on leave or absent, that's why you didn't hear about a reply. See Away, on leave or absent: your availability and what happens to your tickets.
2. Check your notification settings
Click the bell, then the cog (Notification settings). Make sure the ones you want are switched on:
- Assigned to me
- Customer replies
- Mentions
- New tickets
These settings apply to the current workspace only. If you belong to several workspaces, set them in each.
3. New tickets: the desk has to be set up to notify you
The New tickets setting only works if the desk sends new-ticket alerts. A desk manager sets this under Settings → Help Desks → the desk → Settings, in Notify on new ticket:
- Don't notify anyone (the default)
- All members of this desk
- Specific people, then Add person
Turn on Also send an email to email those people as well. The email comes from noreply@intellidesk.co with the subject New ticket HD-…: (subject).
New-ticket alerts are for tickets arriving by email, the portal, WhatsApp or the API. Tickets your team creates don't trigger them.
4. Push notifications aren't arriving
Push notifications are switched on per device. Turning them on at your desk doesn't turn them on for your phone.
On each device: click the bell, the cog, and turn on Push notifications (this device). Allow notifications when your browser asks.
If you see Couldn't enable notifications — permission was blocked or unavailable., your browser is blocking notifications for IntelliDesk. Allow notifications for intellidesk.co in your browser's site settings, then switch it on again.
If push was working and has stopped, switch Push notifications (this device) off and on again. Also check your computer or phone isn't silencing browser notifications (for example Do Not Disturb or Focus modes).
5. On an iPhone or iPad
On iPhone and iPad, push notifications only work when IntelliDesk is installed on your home screen:
- Open intellidesk.co in Safari and sign in.
- Tap Share, then Add to Home Screen.
- Open IntelliDesk from the home-screen icon, not from Safari.
- Tap the bell, the cog, and turn on Push notifications (this device). Tap Allow.
If the bell's settings say Install IntelliDesk (Add to Home Screen) to enable push notifications on this device., you're using IntelliDesk in the browser rather than from the home-screen icon.
Seeing everything you've missed
Every notification is kept, even if you missed the push. Open the bell and click View all to see them, filtered to unread, mentions or customer replies if you like.
When to contact support
If your settings are right, the event is one that notifies you, and nothing appears in the bell either, contact IntelliDesk support with the ticket number and roughly when it happened.
Related: Stay on top: Daily Brief, notifications and IntelliDesk on your phone · Assigning tickets and team workflow · Away, on leave or absent: your availability and what happens to your tickets