Notifications
Supportomation keeps you informed through multiple notification channels: in-app notifications, email alerts, Discord messages, and weekly summary emails.
Role Access All roles receive notifications. Admin and Lead receive assignment and action notifications. Notification preferences are configurable per team member.
In-App Notifications
Notification Bell
The bell icon in the top-right header shows your unread notification count. Click it to see recent notifications.
Each notification shows:
- What happened (e.g., “Client replied to ticket #42”)
- When it happened
- A link to the relevant ticket
Click a notification to navigate to the ticket and mark it as read.
Notification Types
| Event | Who Gets Notified |
|---|---|
| Ticket assigned to you | The assigned support member or developer |
| Client replies to your ticket | The assigned support member |
| Ticket completed | The assigned support member |
| Ticket reopened | The assigned support and dev member, plus everyone assigned in the same link group |
| A related ticket was linked | Everyone assigned to any ticket in the link group, except whoever made the link |
Notifications update in real-time via Convex subscriptions — no need to refresh the page.
Email Notifications
Email notifications are sent for the same events as in-app notifications, based on your preferences. Each notification email includes:
- Ticket subject and number
- What happened
- A link to open the ticket in Supportomation
Weekly Summary Emails
Team members can opt in to receive a weekly summary email:
- Sent: Every Monday at 9 AM EST (14:00 UTC)
- Contents: Summary of your assigned tickets, overdue items, and activity
- Includes: Ticket hyperlinks and JIRA column for development tickets
- Opt-in: Enable via
emailWeeklySummaryin your notification preferences
Discord Notifications
If Discord integration is configured for your project, notifications are also sent to Discord channels. Discord messages include:
- Ticket details and subject
- JIRA links (when applicable)
- Action that triggered the notification
Configuring Your Preferences
Each team member can configure notification preferences per channel and event type:
| Event | Discord | |
|---|---|---|
| Ticket assigned | On/Off | On/Off |
| Client reply | On/Off | On/Off |
| Ticket completed | On/Off | On/Off |
| Ticket reopened | On/Off | On/Off |
| Ticket linked | On/Off (default on) | On/Off (default off) |
| Weekly summary | On/Off | — |
To update your preferences, contact your admin or update them in your profile settings. Admins set them per member on Team → Members.
Guards That Apply to Every Channel
- Master toggle — a member with notifications disabled (e.g. on holiday) receives nothing
- Mute All Team Notifications — the system-wide switch in Settings suppresses every team notification while still sending client emails
- Client-group access — you are never told about a client you cannot see
- Drafts — draft tickets never notify
- Discord fallback — if Discord is enabled for an event but the member has no Discord ID configured, the email is sent instead
Tips & Troubleshooting
| Issue | Solution |
|---|---|
| Not receiving email notifications | Check your notification preferences and spam folder |
| Bell count not updating | Notifications use real-time subscriptions — try refreshing the page |
| Discord notifications not working | Ensure Discord bot is configured in the project settings |
| Weekly summary not arriving | Confirm emailWeeklySummary is enabled in your preferences |
Next Steps
- Dashboard — See pending actions at a glance
- Ticket Detail — Where notification links take you
- Linked Tickets — What triggers a link notification
- Settings — System-level notification configuration