> ## Documentation Index
> Fetch the complete documentation index at: https://docs.serval.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Notifications

> Configure alerts and stay informed about ticket updates

Stay on top of your tickets with notifications for assignments, mentions, replies, and workflow updates. Configure notifications to match how you work.

***

## Notification Types

Serval sends notifications for key events:

<CardGroup cols={2}>
  <Card title="Ticket Assigned" icon="user-plus">
    When you are assigned to a ticket
  </Card>

  <Card title="User Mention" icon="at">
    When you are mentioned in a ticket or comment
  </Card>

  <Card title="New Ticket Reply" icon="message">
    When someone replies to a ticket
  </Card>

  <Card title="Workflow Run Approved" icon="circle-check">
    When a workflow run is approved
  </Card>

  <Card title="Workflow Run Rejected" icon="circle-xmark">
    When a workflow run is rejected
  </Card>

  <Card title="Suggestion Set Created" icon="lightbulb">
    When a suggestion set is created
  </Card>

  <Card title="Access Request Approved" icon="key">
    When an access request is approved
  </Card>

  <Card title="Access Request Rejected" icon="ban">
    When an access request is rejected
  </Card>
</CardGroup>

***

## Notification Channels

Receive notifications where you work:

### Slack

Notifications appear as direct messages from Serval:

* Receive notifications for configured events
* Click through to open tickets in Serval

### Email

Receive email notifications for ticket activity:

* Individual emails for important events
* Click links to jump directly to tickets in Serval

***

## Assignment Notification Settings

Ticket assignment notifications can be configured at three levels:

1. **Personal** — Each user controls their own assignment notification preferences
2. **Team** — Team managers set default assignment notification behavior for the team
3. **Org-wide** — Organization admins configure default assignment notifications across all teams

At each level, you can choose the delivery channel:

* **Slack** — Receive assignment notifications as Slack DMs
* **Email** — Receive assignment notifications via email
* **Both** — Receive on both channels

<Note>
  Personal settings override team defaults, which override org-wide defaults.
</Note>

***

## Configuring Notifications

Serval uses a two-level notification system: team-wide defaults and individual user preferences.

### Team Default Notification Settings

Admins configure default notification preferences for the entire team. These defaults apply to all team members unless they create personal overrides.

<Steps>
  <Step title="Navigate to team settings">
    Go to **Team Settings** → **Notifications** in the sidebar.
  </Step>

  <Step title="Configure Slack notifications">
    Toggle which events trigger Slack notifications:

    * **Workflow Run Approved** — When a workflow run is approved
    * **Workflow Run Rejected** — When a workflow run is rejected
    * **New Ticket Reply** — When someone replies to a ticket
    * **User Mention** — When you are mentioned in a ticket or comment
    * **Suggestion Set Created** — When a suggestion set is created
    * **Ticket Assigned** — When you are assigned to a ticket
    * **Access Request Approved** — When an access request is approved
    * **Access Request Rejected** — When an access request is rejected
  </Step>

  <Step title="Configure Email notifications">
    Choose which events also send email notifications. Most teams enable fewer email notifications than Slack to reduce inbox noise.
  </Step>

  <Step title="Save default settings">
    Click **Save** to apply these defaults to all team members.
  </Step>
</Steps>

<Info>
  Users can override these team defaults in their personal settings. Changes to team defaults do not affect users who have created personal overrides.
</Info>

***

## Personal Notification Preferences

Users can customize their own notification preferences to override team defaults.

### Update Your Personal Settings

<Steps>
  <Step title="Open your settings">
    Click your name in the sidebar and select **Notifications**.
  </Step>

  <Step title="Override team defaults">
    Toggle notification types on or off for both Slack and Email channels. Your personal preferences will take precedence over team defaults.
  </Step>

  <Step title="Save your preferences">
    Click **Save** to apply your personal notification settings.
  </Step>
</Steps>

<Tip>
  Changes take effect immediately. Test by having a teammate assign you a ticket or mention you to confirm your settings work as expected.
</Tip>

***

## Admin: Managing Specific User Notifications

Admins can view and manage notification settings for individual users when troubleshooting or setting up new team members.

### View or Update a User's Notifications

<Steps>
  <Step title="Navigate to Users">
    Go to **Users** in the sidebar.
  </Step>

  <Step title="Select the user">
    Find and click on the user you want to manage.
  </Step>

  <Step title="Open Notifications tab">
    Click the **Notifications** tab to view their current settings.
  </Step>

  <Step title="Adjust their preferences">
    Update which notification types and channels apply to this user.
  </Step>

  <Step title="Save changes">
    Click **Save** to apply the updated settings.
  </Step>
</Steps>

<Note>
  When admins update a user's notification settings, those changes override team defaults. Users can still modify their own settings afterward.
</Note>

### When to Manage User Notifications

* **Onboarding** — Verify new team members have appropriate notification settings
* **Role changes** — Update notifications when someone changes teams or responsibilities
* **Troubleshooting** — Help users who report missing or excessive notifications
* **Coverage** — Temporarily enable notifications for backup coverage during PTO

***

## Best Practices

<AccordionGroup>
  <Accordion title="Don't over-notify">
    Start with essential notifications (assignments, mentions) and add more only if needed. Too many notifications leads to alert fatigue.
  </Accordion>

  <Accordion title="Use Slack for urgent items">
    Configure Slack notifications for time-sensitive items like assignments and workflow approvals. Use email for less urgent updates.
  </Accordion>
</AccordionGroup>

***

## Troubleshooting

<AccordionGroup>
  <Accordion title="Not receiving Slack notifications">
    * Ensure Serval app is installed in your Slack workspace
    * Check that you haven't muted the Serval DM
    * Verify Slack notifications are enabled in Serval settings
    * Confirm the specific event type is enabled in your notification preferences
  </Accordion>

  <Accordion title="Too many notifications">
    * Review and disable notification types you don't need in your settings
    * Consider enabling fewer events for Email vs Slack
    * Adjust team default settings if the entire team is over-notified
  </Accordion>

  <Accordion title="Not receiving email notifications">
    * Check your spam/junk folder for Serval emails
    * Verify Email notifications are enabled in your settings
    * Confirm your email address is correct in your user profile
  </Accordion>
</AccordionGroup>