How to Enable Notification Alerts for Tickets in ProProfs Help Desk

Notification alerts in ProProfs Help Desk allow logged-in team members to receive instant updates when customers create new tickets or reply to existing ones. Once enabled, the system displays on-screen notifications along with a sound alert, helping agents notice ticket activity and respond quickly.

Benefits:

• Open Tickets Directly from Notifications: Access ticket details from the notification list to quickly review issues and respond without searching the ticket queue.
   

• Track Multiple Ticket Updates in One Place: View all recent ticket alerts from the notification icon in the header to easily monitor new tickets and customer replies.
   

• Keep the Alert List Organized Automatically: Notifications are removed after you open or act on a ticket, keeping the alert list focused only on pending updates. 

Example:

During a product launch, a support team receives a high volume of customer requests. While agents are reviewing existing tickets, new inquiries start arriving. With notification alerts enabled, agents instantly see new ticket notifications and can open them directly from the alert. This allows the team to quickly assign or respond to urgent requests without constantly monitoring or refreshing the ticket list.

Steps to Enable Ticket Notification Alerts

Step 1: Open Your Account Settings

Log in to your ProProfs Help Desk account. Click your User Profile icon, then select My Account.

Step 2: Enable Ticket Alerts

On the My Account page, scroll to the bottom to find the Ticket Alert section.

Use the toggle to enable ticket notifications and click Save to apply the changes.

Step 3: Receive Real-Time Notifications

Once ticket alerts are enabled, you will receive notifications whenever:

• A new ticket is created by a customer

• A customer replies to an existing ticket
   

When you are on the ticket list page, a notification with a sound alert will appear at the bottom of the page whenever such activity occurs.

You can also view notifications through the notification icon available in the top header.

Step 4: View All Ticket Notifications

If multiple tickets or replies are received, click the notification icon in the top header to view the complete list of alerts.

Once you open a ticket or perform an action on it, the corresponding notification is automatically removed from the list.

Notes:

• New indicates that a new ticket has been created by a customer.

• Open indicates that a customer has replied to an existing ticket.

• Selecting Open in new tab will display the complete ticket details in a separate browser tab.

That’s all about enabling notification alerts for tickets in ProProfs Help Desk. Please contact our support team if you encounter any issues or have questions.