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Learn how to turn on browser and email notifications for new tickets and customer replies, set email delay, and understand who receives each alert
initdesk can alert you when work needs attention—without keeping the app open all day. You choose what to hear about, how you want to be notified, and configure preferences per organization.
Notification settings apply to your user account in that organization, not to your whole team. Each teammate opts in individually.
Until you turn notifications on for a workspace, you will not receive alerts for that organization’s tickets.
You can enable two kinds of ticket events independently:
When a new ticket arrives in an inbox you can access, initdesk can notify you by web push and/or email.
When a customer sends a new message on an existing ticket, initdesk can notify you so you can follow up before the conversation goes cold.
For each event, you can turn Web push and Email on or off separately.
Web push shows browser notifications on this device for the events you enable below. This works on desktop browsers, Android, and iOS.
Web push also requires permission from your browser. The first time you enable it, your browser may ask you to Allow notifications for initdesk. If you previously blocked them, open your browser’s site settings for initdesk, set Notifications to Allow, reload the app, and enable web push again.
Web push depends on your settings in this organization and an active subscription for this browser.
Disabling web push for one organization does not remove your browser subscription for other organizations you belong to.
Email alerts help you catch up when you are away from the app. Each message includes your organization name, ticket number, subject, an optional short preview, and a link to open the ticket in initdesk.
Turn on Email for New tickets and/or Customer replies as needed.
Email delay controls how long initdesk waits before sending notification emails. Choose:
This delay applies to all notification emails in the organization (both new tickets and customer replies).
If someone on your team replies to the customer during the delay window, the email is skipped—so you are not notified about work that was already handled.
Web push is not delayed; it is sent as soon as the event happens (when enabled).
If a customer sends several messages on the same ticket in quick succession, initdesk groups them: the email timer resets with each new customer message, and you typically receive one email after the delay, covering the latest activity.
A customer-reply email may also be skipped if the ticket was reassigned to someone else before send time.
initdesk only notifies people who have access to the ticket’s inbox and who have opted in for that organization.
Teammates with inbox access who enabled New tickets (web push and/or email) for that organization.
Notification settings are separate for each organization. Enabling alerts in one workspace does not enable them in another.
Configure Settings → Notifications separately for every organization where you want updates.
Do I have to enable both web push and email?
No. Use either channel, or both, for each event.
Will I get duplicate alerts?
If you enable web push and email for the same event, you may receive both. Email may be delayed or skipped when a teammate already replied; web push is sent immediately when enabled.
Why didn’t my whole team get a customer reply alert?
When a ticket is assigned, only the assignee receives customer-reply notifications (if they opted in). Unassigned tickets notify eligible inbox users who opted in.
Why didn’t I get a new-ticket email?
Common reasons: email is off for that event or organization, you lack inbox access, the delay has not elapsed yet, or a teammate already replied to the customer before the email was sent.
Do notification emails include full message threads?
No. Emails include organization, ticket number, subject, an optional short preview, and a link to open the ticket.
Does this replace Slack or other integrations?
No. Slack and other integrations are separate. Notifications are initdesk’s built-in way to reach you in the browser or by email.
If notifications are not working as you expect, note your organization, browser or device, and whether you use Web push or Email, then contact us via Open a ticket at the bottom of this page.