Notifications

Personal receiving endpoints

Every system user owns their receiving endpoints under Account. Supported channels are email, PushDeer, Bark, ntfy, Telegram, Discord, Slack, Microsoft Teams, Feishu, DingTalk and WeCom. Feishu/DingTalk support optional signed-robot secrets. Saved credentials are encrypted and omitted from API responses; leaving an edit secret blank preserves it.

A user starts with an enabled email endpoint using their account email. Backfill adds one only when no email endpoint exists, preserving later enable/disable choices. Products store policies, not personal addresses, device tokens or webhook secrets.

Inheritance

Policies resolve tenant → current ticket team → product for the event product. Unrelated associated teams are not merged. A child can override an inherited policy as a whole, disable it locally, or add another policy. Deleting an override restores inheritance; disabling masks the parent. A root with remaining overrides cannot be deleted. System teams are outside this chain.

Rules, requirements and events

Rules choose events, channel types and recipients: current assignee, current team, all agents in scope, a specific team or a specific agent. Requirements make channel types mandatory for selected events/recipients and directly participate in delivery. Both resolve only the event product's currently active support agents. Overlap is deduplicated by recipient endpoint. Missing selected/required channels become failed notification logs rather than silent skips; compliance uses the same resolver.

Events are ticket_created, ticket_assigned, ticket_reassigned, ticket_escalated, ticket_expiring, customer_replied and ticket_closed. Manual silent closure skips only customer mail, not these staff policies.

Configure and inspect

Tenant/product pages and scoped team pages contain policies and compliance. Product previews can select a team to inspect the complete chain. TeamAdmin manages only their teams; ProductAdmin manages assigned products and product teams. All users manage only their own destinations. A saved endpoint test is personal; email tests select a visible product so its outbound provider is used.

Email endpoints send through that product's email provider. A successful webhook or provider acceptance does not prove a human received the message. Inspect notification logs and the receiving service when diagnosing delivery.