Notification

A notification is an email about a ticket event, sent only to people who are still involved and still allowed to read it when the mail goes out; SAQ has no in-app notification centre.

Written for
user, admin, integration-developer
Roles
Requires
Feature
notifications

A notification is an email that tells someone a ticket they are involved in has changed. SAQ sends email only; there is no in-app notification centre, no digest, and no push. Each person chooses how much they want under Account → Preferences: Everything I can see, Mentions and assignments only, or None. The choice follows the person across workspaces.

How it relates to other concepts

  • Kinds of notification: a new comment, being assigned, a state change, being added as a viewer (a mention), a new ticket in the Inbox, and a message waiting in restricted Review.
  • The comment audience gates delivery: nobody is emailed a comment they may not read.
  • Notifications to clients and correspondents go out through the workspace mailbox as threaded replies. Without a connected mailbox, workspace users are still notified through SAQ's own mailer, but nothing is sent to correspondents.
  • Contacts without a login receive Shared comments by email on tickets they correspond on.

Rules

  • Candidates for a ticket event are its assignee, its reporter, and its viewers. Inbox and Review events go to every workspace user. The person who caused the event is never notified of it.
  • Delivery is decided at send time, not when the event happened: a person who lost access, or stopped being assignee, reporter, or viewer, in the meantime gets no mail.
  • "Mentions and assignments only" delivers mentions, assignments to you, and comments on tickets assigned to you.
  • Regular client users receive Shared comments and state changes on tickets they started or view. Elevated client users receive what workspace users receive, minus Staff comments and Inbox events.
  • Review notices go only to workspace users with "Everything I can see" who may read the message's audience.
  • The subject lines name the ticket, for example "New comment on ACME-184 · Checkout error".

Example

A consultant on "Mentions and assignments only" is assigned ACME-184 and gets one email. Later comments reach her because the ticket is assigned to her. A colleague who is merely a viewer with the same preference hears nothing until someone mentions him.

  • Email notifications Which events SAQ mails, who receives them by role and preference, how replies thread back to the ticket, and which mailbox sends them.
  • Profile, preferences, and security Your name, language, time zone, theme, email notification mode, weekly target, password, two-factor authentication, passkeys, sessions, and account deletion under Account.
  • Connect a mailbox Connect the workspace mailbox through Microsoft 365 or IMAP/SMTP, pass the isolation test, read its health, replace it, and handle deliveries that need a decision.
  • Viewer A viewer is a person explicitly given access to one ticket; mentioning someone makes them a viewer, and the reporter is always one.