How to Configure Notification Settings in BoldDesk

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)

Step 1 — Open Notification Preferences

1. Click your profile icon (top‑right) → View Profile & Settings.
2. Select the Notifications tab.
   

Step 2 — Turn Notifications On

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

Step 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.
  

Step 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.

FAQ

1) What’s the difference between Focused and Others?
Focused notifications are marked high‑priority and appear prominently in the dialog (counts reflect unread Focused only). Others are lower priority and display a dot when unread. You can categorize events per your workflow.

2) I enabled BoldDesk notifications—why don’t I see browser pop‑ups?
You must allow notifications in the browser’s site permissions (Chrome/Edge) and enable them in BoldDesk. Check both, then reload the page.

3) Can I control which chat events notify me?
Yes. In Profile → Notifications → Chat, enable/disable channels per event. Admins can also configure global chat email notifications in Settings → Chat → Email Notifications.

4) Which mobile push events are supported?
Push can notify agents for assignment, replies, notes, public notes, and SLA reminders/escalations; watchers receive replies and notes. Enable them under Agent App (Push) in your notification settings.

5) How do unread counts work?
The bell shows counts for unread Focused notifications; use the Unread filter to quickly surface pending items across categories.