How notifications work
What Helpin notifies you about, how updates on one item are grouped, and where notifications arrive.
Helpin notifies you when something needs your attention: work assigned to you, a mention, a reply from a customer, or an agent waiting for your input. This article explains what you're notified about, how notifications are grouped, and where they arrive.
One notification per item
Helpin keeps a single notification for each item, such as a task or a support conversation. When more happens on that item, the same notification moves back to the top of your list instead of adding a new row. It shows the latest update and how many updates it contains, for example 3 updates.
If you had already read it, a new update marks it as unread again. You never notify yourself: your own changes don't create notifications for you.
What you're notified about
Area | Notification types |
|---|---|
Projects & docs | Assignments, Agent attention, Status changes, Comments and replies, Mentions, Following and Sprints |
Support inbox | Customer replies on conversations assigned to you, and Teammate mentions in internal notes |
CRM | Signals ready for review that are routed to you or your team |
Integrations | Connection issues with external tools that need you to reconnect |
You only get notifications for areas you can use. For example, you don't receive CRM notifications unless you have access to CRM.
Many project updates reach you because you follow the item. You follow tasks you create, are assigned to or comment on, and you can follow epics and objectives yourself. See Follow work to get updates.
Where notifications arrive
In Helpin: the bell at the top of the sidebar shows your unread count. See Use the notification inbox.
By email: as individual emails or in a daily or weekly digest. See Email notifications and digests.
As a pop-up: when an agent pauses and needs your input, a message titled Agent needs your attention also appears in the app. See Real-time updates.
Notifications belong to a workspace. The bell shows notifications for the workspace you're currently in.
Control what you receive
In Settings > Notifications you can pause everything, mute a workspace, turn each notification type on or off for the app and for email, and choose your email frequency. See Choose your notification settings.
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