Individual email notification settings

Hi,

Can the agent simply click on the notifications bell icon in the upper right of the screen to disable the notifications? If they click settings, they can choose exactly which notifications they do not wish to receive.

Kindest Regards,

Marc

@Marc.T 

If that works on email notifications that would be great. But from what I understand it doesn’t, it only works for the in-app notifications. Or do you have other information?

/Magnus

I agree with the suggestion, but I would add that I think it is important that administrators have the ability to force-enable or force-disable these notifications still, as it may be a requirement in some organizations to require that their agents are getting specific notifications.

Perhaps a good solution to allow for this flexibility is to keep the current global toggle (to indicate force-enable/force-disable), and add an option (for each notification type) to exempt specific roles/agent groups from that enforcement. Agents exempt this way would be allowed to choose their preferences for the specific notifications cases where the administrator allows.

This could be potentially expanded to Requester notifications with requesters & requester groups as well.

It could look something like this, for example:

It's incredibly annoying that something simple as mail notifications can't be changed on an individual basis. With the introduction of the virtual agent we now also have the option of getting noftifications there, which is great and it would be my preferred way of getting notified. But I can't disable the e-mails since other people in my organisation rely on them. 

I do agree with bbrosious that an admin should be able to force a specific rule, but the option should be whether it's enabled for all and can't be turned off, enabled, or disabled. Exempt rules makes it more complex than it needs to be. 

Oh and the same customisations need to apply to the notifications sent via the virtual agent as well.