Admins who have Email notifications turned on will receive notifications for new Issues and updates to Issues. However, Agents will only receive notifications for Issues assigned to them, and updates to those Issues.
If you’d like Agents to receive New Issue Notifications, first ensure that they have Email Notifications turned on, per the steps below:
1. Click your account icon in the bottom left-hand corner, then click ‘Account Settings’
2. On the Account Settings page, select the checkboxes under ‘Email Notifications’ and ‘Growl notifications’ per the type of notification you wish to receive
Note: Check with your IT department that “Helpshift.com” is whitelisted to prevent emails from bouncing.
Once your Agents have these alerts enabled, you may create a special Automation that will auto-assign new Issues to those Agents, thus sending them a New Issue Notification. To learn more, see What are Automations, and how should I use them?
Helpshift is currently developing a Webhooks integration which will allow you to integrate Helpshift with collaboration tools like Slack, JIRA, and email. More information about this tool will be available soon.