This article explains how agents configure email, browser, in‑app, and mobile push notifications in BoldDesk, plus how to use Focused vs Others categories, filter notifications, and troubleshoot common issues. All steps reflect the latest BoldDesk agent portal experience.

Notification Modes

BoldDesk offers four distinct notification methods to keep you informed about important ticket updates:

1. Email Notifications - Receive updates directly to your email.
2. Browser Notifications - Get alerts through your web browser.
3. In-App Notifications - View notifications within the BoldDesk application.
4. Mobile App Push Notifications - Stay informed via push notifications on your mobile device.

Steps to Configure Personal Notification Settings (Agent Portal)

1. Open Notification Preferences

1. Click your profile icon (top‑right) > View Profile & Settings.

2. Select the Notifications tab.
   

   
   
   

2. Turn Notifications On

• Ensure the Notifications master toggle is ON. This enables per‑event controls for email, browser, in‑app, and mobile push.
  

  
  
  

3. Choose Event Types & Channel(s)

• For each module (for example, Tickets, Chat, Knowledge Base, Activity, Approval), check the events you want and select the channel(s): Email, Browser, In‑App, Mobile Push.

• Click Update to save.
  

  
  
  

4. Use Focused vs Others

• Categorize important alerts as Focused; everything else can be Others.

• Focused items show as high‑priority in the dialog; Others display with a dot indicator.
  

  
  
  

View & Manage In‑App Notifications

1. Click the bell icon at the top‑right to open the notification dialog.

2. Filter by Category: All, Focused, Others, @ Mentioned, Watching.

3. Filter by Module: Tickets, Chat, Knowledge Base, Activity, Approval.

4. Use Unread, Mark all as read, Clear All, or Clear All (Read) for quick housekeeping.
   

   
   
   
   

By adjusting these settings, you can tailor your notification experience to suit your workflow and ensure that you are always up-to-date with the latest developments in your ticket management system.

Troubleshooting: notifications not appearing as expected

Use these checks when BoldDesk notifications are enabled but notifications do not show.

Browser notifications do not appear (web pop-ups)

If the agent enabled Browser notifications in BoldDesk but does not see browser pop-ups:

• Confirm the agent enabled Browser for the specific event in Profile > View Profile & Settings > Notifications.
• Confirm the browser has site notifications allowed for the BoldDesk URL (for example, Chrome/Edge site permissions).
• Reload the BoldDesk page after changing browser permissions.

Email notifications are missing

If email notifications are not arriving:

• Confirm the agent enabled Email for the specific event in Profile > View Profile & Settings > Notifications.
• Confirm the notification event is enabled and applicable under the admin-level notification configuration (if required for the event type).

Notification counts do not match “All unread”

If the bell icon unread count seems lower than expected:

• The bell icon unread count reflects unread Focused notifications.
• Use the All category and the Unread filter to review unread notifications that are not categorized as Focused.

Mobile push notifications do not arrive

If push notifications are enabled but not received:

• Confirm the agent enabled Mobile Push for the relevant events under the agent’s notification preferences (often shown as the agent app push channel in the notifications list).
• Confirm the expected event type is one of the supported push notification events in your environment (see FAQ for the listed supported event types).

Frequently Asked Questions

1. What is the difference between Focused and Others in BoldDesk notifications?
   Focused notifications are higher-priority items that appear more prominently in the in‑app notification dialog, and the bell icon unread count reflects unread Focused notifications. Others are lower priority and show a dot indicator when unread.

2. I enabled notifications in BoldDesk, why don’t I see browser pop‑ups?
   Browser pop-ups require both:

   • The event’s Browser channel enabled in Profile > View Profile & Settings > Notifications, and
   • Browser site permission allowed for notifications (Chrome/Edge site settings).

   After enabling permissions, reload the BoldDesk page.

3. Can I control which Chat events notify me?
   Yes. Go to Profile > View Profile & Settings > Notifications > Chat, then enable or disable each channel per chat event. Admins may also configure global chat email notifications at Settings > Chat > Email Notifications (admin area).

4. Which mobile push events are supported for BoldDesk agents?
   Mobile push notifications can be used for assignment, replies, notes, public notes, and SLA reminders/escalations. Watchers receive replies and notes. Enable these under the push channel in the agent notification settings.

5. How do unread notification counts work in the BoldDesk bell icon?
   The bell icon shows the count of unread Focused notifications. To review all unread items, open the notification dialog and use Category = All plus the Unread filter.

6. Can I set browser notifications for newly created tickets in BoldDesk?
   Yes. Configure an automation rule with the trigger “When a new ticket is created” and add the required agents as Watchers. Those agents will receive browser notifications for the new ticket events based on their enabled Browser channel settings.

7. Can an admin prevent agents from changing their own notification preferences?
   No. BoldDesk does not currently support locking or restricting agent access to Personal Settings > Notifications. Any agent with access to profile settings can modify notification preferences.

Related Articles

1. How to Manage and Personalize Email Notifications
2. Troubleshooting Email Notifications Delivery Issues from BoldDesk