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[Email Notifications] Email notifications on incoming chats or new unanswered replies

Helpdesk

When support isn’t constantly tracking the inbox, then some chats can pass through unnoticed, or the response time can get a bit too long.

To improve the situation, email notifications can come to the rescue.

Scenario

When there’s an incoming chat, then an email will be sent to support team or admins.

Admins can then act accordingly without needing to have the tab open or constantly watching the inbox.

Post type
💡 New feature
What part of Help Desk?
Posted by Yunfei ·
Status: Completed8 comments

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Comments8

  • Markus Palm changed status to Completed
    Team•

    Jun 24, 2025

    Pinned

    Hey! Super happy to announce that this is live now: Teammate notifications for support


    Each teammate in your workspace can individually manage their notifications from Settings → Support → Notifications.

    • Jake Webber

      •

      Jun 24, 2025

      Thanks team! Unfortunately it doesn’t seem to work for me. I’ve switched all of them and sent in a test request, but didn’t receive an email notification. I waited the 3 minutes too.

  • Bruno H changed status to In Progress
    Team•

    Jun 10, 2025

    Pinned

    Hey everyone, thanks for flagging this!

    We're actually working on email notifications for the support inbox right now. I'll keep you all updated here as we get closer to releasing it in a few days.

  • Kamal Aman

    •

    Jun 12, 2025

    Can this also be extended to slack notifications as well?

    • Christopher Scott

      •

      Jun 12, 2025

      +1 for slack notifications. Id rather have that than email notifications. We have a unified inbox so if we get a notification about a message, then it will route that notification back to our featurebase inbox as well im guessing since we’d like to set up the email forwarding. Slack would be much more effective

      • Markus Palm

        Team•

        Jun 16, 2025

        Hey @Kamal Aman and @Christopher Scott – we definitely plan to have notifications for Slack as well at some point soon but don’t have an exact ETA yet.

        If you haven’t already, feel free to upvote this post so we can better track demand Get new message notifications to Slack

  • Jake Webber

    •

    Jun 3, 2025

    Yes we will start using the beta when this is complete.

    It’s too risky for us to have customers sending messages and not having someone respond to it in a timely fashion because they don’t have the page open

  • Amr from Lunch Flow

    •

    May 29, 2025

    It’s very challenging to stay on top of these notifications otherwise, so very much looking forward to this!

    Another option is PWAs, which would avoid the need for a complete mobile app, and allow you to send on-device notifications as well.