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Configure notification preferences to control when and how you receive updates about , assignments, approvals, and team activity. Organization admins set default preferences in while individual users customize their own notification settings.

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Notification center

View and manage all your Ravenna notifications in one place. Approvals, assignments, comments, and team activity surface in a single view, helping you stay focused without jumping between and individual .
Notification center

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Notification events

Control which types of updates generate notifications. Each event type can be enabled or disabled for Slack and email delivery independently.

Assignments

Notifications when or are assigned or unassigned to users.
  • New ticket assignments
  • Ticket reassignments between users
  • Removal from ticket assignments
  • Task assignments and unassignments on tickets you work on
Enabled by default for both Slack and email notifications. Rapid assign/unassign changes on the same task are consolidated into a single notification to reduce noise.
Notifications when you become the on a ticket.
  • Tickets you create yourself
  • Tickets created on your behalf (for example, by an agent or a )
  • Tickets where you are later set as the requester
Enabled by default for both Slack and email notifications. Use this preference to control whether you receive a confirmation when a ticket lands in your name.
Approval-related notifications for sign-off workflows.
  • Approval requests for tickets requiring sign-off
  • Approval decisions (approved/declined)
  • Changes to approval requirements
Slack: Approval notifications are always delivered and cannot be toggled off by users or organization admins. This ensures approvers never miss time-sensitive requests.Email: Approval notifications are configurable and enabled by default.
Communication and collaboration updates.
  • New messages on tickets you’re
  • additions and removals
  • @ mentions in ticket conversations
  • File attachments and updates
Enabled by default for both Slack and email notifications.
Ticket lifecycle notifications.
  • changes (open, in progress, resolved, closed)
  • Ticket resolutions and closures
  • Reopened tickets
  • Archive and unarchive actions
Enabled by default for both Slack and email notifications.
notifications.
  • SLA breach warnings
  • SLA violation alerts
  • Time-based escalations
Enabled by default for both Slack and email notifications.
Learn more about configuring SLAs
Granular property change notifications.
  • changes
  • additions and removals
  • transfers
  • updates
  • changes
Disabled by default to reduce notification volume. Enable only for users who need detailed property change tracking.

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Delivery channels

Notifications deliver through Slack and email. Configure delivery preferences for each notification event type independently.
The current Microsoft Teams beta does not yet expose a dedicated notification-channel selector. Approvals are delivered as Adaptive Cards in the approver’s chat (see Microsoft Teams approvals); thread-level events post into the ticket’s connected Teams channel. See the Microsoft Teams integration overview for beta scope.

DM notifications

Direct messages provide private, focused notifications for individual users. Configure when Ravenna sends DMs:
  • For Slack-originated tickets: Select between thread notifications, DM notifications, or both
  • For web and email tickets: Enable DM notifications for non-Slack originated
  • Approval workflows: Approval requests always generate Slack notifications regardless of user preferences or origin. This cannot be disabled
Learn more about Slack integration
Public channel notifications are controlled by settings:
  • Request channels: Controlled by Silent Mode and Granular Updates settings
  • Triage channels: Team notifications for ticket management
  • Ephemeral messages: Contextual notifications visible only to specific users
Silent Mode: When enabled in channel settings, silent mode prevents ticket mirrors from appearing in request channels and automatically excludes requesters from email notifications. This reduces notification noise while keeping followers, assignees, and other stakeholders informed.
Learn more about Slack channels and triage channels

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Configuring notifications

Configure notification preferences at the organization level to set defaults for all users, or at the individual user level to customize personal notification settings.

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Organization admin configuration

Organization admins set default notification preferences for all members. These defaults provide a baseline experience while allowing individual users to customize their own settings.
1

Navigate to organization settings

Go to Settings → Organization → Notification Policies.
2

Configure default preferences

Set organization-wide defaults for Slack and email notifications for each event type.
3

Save changes

Changes apply immediately to users who haven’t customized those specific settings.
Understanding organization defaultsWhen managing organization notification policies, keep these behaviors in mind:
  • User customizations persist: If a user has customized a specific setting, changing the organization default won’t affect them
  • Per-setting granularity: Customization is tracked individually for each notification type (for example, “Assignments” for Slack)
  • No bulk reset: You cannot force all users back to organization defaults. Users must individually reset their customized settings

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User configuration

Individual users customize notification preferences to control when and how they receive updates.
1

Navigate to settings

Go to Settings → Notifications in your user profile.
2

Review organization defaults

Settings marked with “Using default” follow your organization’s policies.
3

Customize individual settings

Toggle any setting to customize it. Your preference persists even if organization defaults change.
4

Reset to defaults

Click the reset icon next to any customized setting to revert to your organization’s default.
Once you customize a notification setting, your preference takes precedence over organization defaults until you manually reset it.

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Troubleshooting

Missing notifications

If you’re not receiving expected notifications:
1

Check your preferences

Verify your individual notification settings in Settings → Notifications.
2

Confirm ticket assignment

Check that you are properly assigned or relevant .
3

Check notification types

Ensure the specific notification type is enabled for your preferred delivery channel (Slack or email).
4

Review organization defaults

Check with your admin if organization-level defaults have changed recently.
If you’re receiving too many notifications:
1

Disable property notifications

Turn off “Ticket properties” notifications to reduce volume significantly.
2

Customize event types

Disable notification types that aren’t relevant to your role or responsibilities.
3

Adjust delivery channels

Consider using email digest notifications instead of real-time Slack notifications for less urgent updates.
4

Review ticket following

Unfollow that no longer require your attention.
Slack approval notifications have special handling that differs from other notification types:
  • Always delivered via Slack regardless of user or organization preferences
  • Cannot be toggled off in Slack notification settings (not shown as a configurable option)
  • Include action buttons for quick responses
  • Update automatically when decisions are made
Email approval notifications remain configurable and can be enabled or disabled like other notification types.
Slack approval notifications always deliver because they require timely action. If you’re receiving approval notifications inappropriately, review your role assignments and approval workflows.
Last modified on July 27, 2026