Subscriptions
Subscriptions aren't shipped yet. The behaviour described on this page is the planned design and is included here so admins and agents can see what's coming. Today, agents need to open the inbox to check a saved filter; scheduled delivery will follow in a later release.
A subscription is a scheduled delivery of a saved filter. Instead of opening the inbox to check the filter, the agent (or every member of a queue) will get a summary in email, Teams, or Slack at a frequency they choose.
Creating a subscription
Open a saved filter, click the Subscribe action, and the subscription dialog opens. The dialog has four things to set:
- Frequency - Daily, Weekly, or a custom cron schedule (for tenants that need finer control).
- Audience - Personal (just me) or Queue (every member of the chosen queue, each gets their own copy).
- Channel - Email, Teams, Slack. Pick one or more.
- Summary level - whether the message lists the matching tickets or just the count.
Save, and the next scheduled run delivers the first notification.
Email subscriptions
The email contains:
- A subject line with the filter name and the result count (for example, "SLA Approaching - 8 tickets").
- A short summary at the top.
- A table of matching tickets with the columns the agent has configured for the inbox.
- A link back to the inbox with the filter applied.
Capped at 50 tickets per email. If the filter returns more, the email lists the first 50 and links to the rest in the inbox.
Teams and Slack subscriptions
Teams and Slack messages are tighter than email:
- A header card with filter name, run time, and total count.
- Up to 10 tickets listed inline, each with ID, subject, status, and a link.
- A button to open the full list in the inbox.
The 10-ticket cap keeps the channel readable. The full list always lives in the inbox.
Personal vs queue subscriptions
| Subscription type | Who receives it |
|---|---|
| Personal | Only the agent who created it |
| Queue | Every current member of the chosen queue, individually |
A queue subscription delivers a separate notification to each queue member's chosen channel. Members who join the queue later automatically start receiving the next scheduled delivery; members who leave the queue stop receiving it.
Managing your subscriptions
The agent's profile has a Subscriptions tab that lists every subscription they've created and every queue subscription they're a member of. From there you can:
- Pause a subscription temporarily
- Edit the schedule or channels
- Delete a subscription
Deleting a saved filter cancels all its subscriptions automatically.
What subscriptions don't do
- They don't follow the conditions live; the filter runs at the scheduled time, on a snapshot of the inbox at that moment.
- They don't notify about ticket changes between runs - for that, use ticket-level watchers and event triggers.
- They don't bundle multiple filters into one message.