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Notification Wall

The Notification Wall provides a centralized hub for managing and viewing all notifications in Agent UI. It enables users to stay informed about ticket updates, SLA alerts, and other important events through a unified notification experience.

Key Highlights:

  • Centralized notification management on V3 screens
  • User-specific notification preferences
  • Tenant-level notification configuration
  • Standard and custom notification types
  • Email notification integration with in-app alerts

This section describes the Notification Wall functionality, including how notifications are displayed, managed, configured, and delivered in Agent UI v2/v3 and on other v3 screens.

note

The Notification Wall is available on V3 screens. Currently, only the Agent UI app supports the Notification Wall for both V2 and V3. For all other applications, notifications will be available only on V3 screens.

Special Case

For metric and SLA related notifications, you need to configure the SLA Events using the events and actions. After configuration, notifications will appear on the Notification Wall.

1. How Notification Settings Work​

1.1 User-Specific Notification Settings​

Whenever a user is on the V3 screens, they can find the Notification Settings option at the top-right corner. Using this option, users can configure their notifications based on their preferences. Notifications can be completely turned off or selectively enabled for specific events such as ticket assignment, ticket updates, and SLA-related notifications.

1.2 Tenant-Level Notification Settings (Standard Settings for All Users)​

Tenant Level Notification Settings

Notifications are categorized into two types:

  • Standard Notifications – These are predefined from the backend and cannot be modified from the UI.
  • Custom Notifications – These can be customized and managed directly by the ticket admin user.

2. Standard Notifications​

Below are examples of Standard Notifications along with their respective images.

Ticket Created in Queue​

Recipients: Queue members (agents + supervisors)

Ticket Created in Queue

Ticket Updated - Note Added​

Recipients: Actors + Watchers (includes tagged users)

Ticket Updated Note Added

Ticket Updated - Field(s) Changed​

Recipients: Actors + Watchers

Ticket Updated Fields Changed

SLA Breached​

Recipients: Actors + Supervisors of the Queue

SLA Breached

SLA Approaching​

Recipients: Actors + Supervisors of the Queue

SLA Approaching

Ticket Updated - Priority Changed​

Recipients: Actors + Watchers

tip

For standard fields such as priority, status, and attachment, please map the fields to the respective meta fields to ensure the relevant notifications are displayed. Otherwise, all unmapped notifications will appear as "Other field updated".

Ticket Updated Priority Changed

Ticket Updated - Status Changed​

Recipients: Actors + Watchers

Ticket Updated Status Changed

Ticket Updated - Attachment Added​

Recipients: Actors + Watchers

Ticket Updated Attachment Added

Ticket Updated - Attachment Removed​

Recipients: Actors + Watchers

Ticket Updated Attachment Removed

Ticket Updated - Ticket(s) Linked​

Recipients: Actors + Watchers

Ticket Updated Tickets Linked

Ticket Unassigned​

Ticket Unassigned

3. Email Notifications Enhancement​

You can also enable selective email notifications to appear on the Notification Wall. Toggle the Send In App Notification option in the Actions screen.

Configuration on Service Catalog Side​

Email Notification Configuration

Impact of Configuration on Notification Wall​

Email Notification Impact