Question 1

Where do I see my notifications in Deskhero?

Accepted Answer

Click the bell icon in the top-right of the header to open a panel with your latest notifications. For the full history, click "View all notifications" at the bottom of the panel, which opens the Notifications page with paging and a "Hide archived" toggle.

Question 2

What events create notifications in Deskhero?

Accepted Answer

You can be notified when a new ticket is created in a group you monitor, when a ticket is assigned to you, when a customer replies to a ticket assigned to you, when a teammate mentions you (with @name) in a ticket or knowledge base article, and when new suggested FAQ items are ready for review. Which of these you actually receive depends on your notification settings under My profile.

Question 3

How do notifications get marked as read?

Accepted Answer

Automatically. When you open the bell panel or the Notifications page, the notifications shown are marked as read. Unread ones are indicated by a small blue dot at the moment you view them, and the bell badge count drops accordingly. There is no manual mark-as-read or mark-as-unread control.

Question 4

Can I mark a notification as unread again?

Accepted Answer

No. Notifications are marked as read automatically when they are displayed to you, and there is no option to flip one back to unread. If you want to keep track of an item, open the related ticket or article and handle it there.

Question 5

How do I archive a notification?

Accepted Answer

Hover over the notification, either in the bell panel or on the Notifications page, and click the "Archive" button that appears. Archived notifications are shown with strikethrough text and a tooltip saying when they were archived, and they no longer appear in the bell panel's latest list.

Question 6

Can I hide archived notifications?

Accepted Answer

Yes. On the Notifications page, switch on the "Hide archived" toggle in the top-right corner; the list then shows only non-archived notifications. Turn it off to see everything, including archived items with their strikethrough styling.

Question 7

Can I clear all notifications at once?

Accepted Answer

There is no clear-all or bulk-archive action. Notifications are archived one at a time using the "Archive" button that appears on hover, and you can use the "Hide archived" toggle on the Notifications page to keep the list tidy.

Question 8

What happens when I click a notification?

Accepted Answer

Deskhero takes you to the item the notification is about: ticket notifications open that ticket, knowledge base notifications open that article, and FAQ suggestion notifications open the FAQ review section of the knowledge base.

Question 9

How do I control which notifications I receive?

Accepted Answer

1) Click your avatar in the top-right and choose "My profile". 2) Open the Notifications tab. 3) Under "Personal Notifications", toggle In-App and Email delivery for "Tagged / Mentions" and "When I get assigned". 4) Under "Group Notifications", toggle In-App and Email per group for "New Tickets" and "Replies to Assigned". Changes are saved as soon as you flip a toggle.

Question 10

Can I get Deskhero notifications by email?

Accepted Answer

Yes. Every notification type has separate In-App and Email toggles under My profile > Notifications, so you can choose email delivery for mentions, assignments, new tickets in your groups, and replies to assigned tickets, independently of the in-app bell notifications.

Question 11

What are group notifications?

Accepted Answer

Group notifications let you monitor activity in specific groups. In My profile > Notifications, the "Group Notifications" section lists each of your groups with toggles for "New Tickets" (notified the moment a customer opens a new ticket in that group) and "Replies to Assigned" (alerted when a customer responds to a ticket assigned to you), each available as In-App and/or Email.

Question 12

Why did I get a notification saying new suggested FAQ items are ready for review?

Accepted Answer

Deskhero can suggest FAQ items for your knowledge base, and this notification tells you a new batch of suggestions is waiting. Clicking the notification takes you to the FAQ section of the knowledge base where you can review them.

Question 13

Why don't I get notified when a customer opens a new ticket?

Accepted Answer

New-ticket notifications are controlled per group. Go to My profile > Notifications, find the group in the "Group Notifications" table, and switch on the In-App and/or Email toggle under "New Tickets" for that group. You only receive new-ticket notifications for groups where this is enabled.

Question 14

Which notification preferences can I control in Deskhero?

Accepted Answer

On the 'Notifications' tab of your profile there are two sections. 'Personal Notifications' controls how you are notified when teammates interact with you directly, with rows for 'Tagged / Mentions' and 'When I get assigned'. 'Group Notifications' lets you choose which groups you want to monitor, with per-group toggles for 'New Tickets' and 'Replies to Assigned'. Every row has separate In-App and Email switches.

Question 15

How do I get notified when someone mentions me?

Accepted Answer

1) Click your avatar and choose 'My profile', then open the 'Notifications' tab. 2) In 'Personal Notifications', find the 'Tagged / Mentions' row. 3) Switch on the In-App and/or Email toggles. You are then notified when a teammate @mentions you in internal notes or knowledge base articles.

Question 16

How do I get notified when a ticket is assigned to me?

Accepted Answer

1) Click your avatar and choose 'My profile', then open the 'Notifications' tab. 2) In 'Personal Notifications', find the 'When I get assigned' row. 3) Switch on the In-App and/or Email toggles. This notifies you when a ticket is assigned to you by a teammate or through automation.

Question 17

How do I get notified about new tickets in my group?

Accepted Answer

1) Click your avatar and choose 'My profile', then open the 'Notifications' tab. 2) In the 'Group Notifications' section, find your group's row. 3) Under 'New Tickets', switch on the In-App and/or Email toggles. You will then receive a notification the moment a customer opens a new ticket in that group.

Question 18

What does the 'Replies to Assigned' notification setting mean?

Accepted Answer

It is a per-group setting on the 'Notifications' tab of your profile. When enabled, you get alerted when a customer responds to a ticket that is specifically assigned to you, keeping you updated on your active conversations. You can turn it on separately for in-app and email notifications for each group.

Question 19

Can I choose between email and in-app notifications separately?

Accepted Answer

Yes. Every notification type on the 'Notifications' tab of your profile (mentions, assignments, new group tickets, and replies to your assigned tickets) has two independent switches, one for in-app notifications and one for email, so you can enable any combination.

Notifications

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