> For the complete documentation index, see [llms.txt](https://docs.harmony.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.harmony.io/settings/managing-notification-channels.md). # Managing Notification Channels {% hint style="info" %} **Paths:** `/settings/desks/$deskId/notifications` (per desk) · `/settings/asset-management` (org-level assets) {% endhint %} ### Managing Notification Channels Configure where notifications are sent (Slack, Teams, Email). Destinations are configured per desk for tickets and AI agent events, and org-level for asset events. #### Understanding Notification Channels Notifications can be delivered to **Slack** or **Microsoft Teams** channels, or via **Email**. Both Slack and Teams require a configured integration and are added per desk via **Add destination**. You can add multiple independent destinations, each with its own channel and event type selection. * **Slack** - Requires Slack integration. Supports ticket events, SLA events, AI agent events, workflow events, announcement broadcasts, and operator notifications. * **Microsoft Teams** - Requires Teams integration. Supports the same event categories as Slack. * **Email** - Used for reporter notifications, announcement broadcasts, and IDP quick action alerts. Each destination card lets you pick the target channel and choose which event types (ticket, SLA, AI agent, or workflow events) it receives. You can add as many destinations as needed - for example, route critical alerts to one Teams channel and general updates to another - and configure each one independently. #### Setting Up Slack Notifications 1. Ensure Slack is connected under **Settings** → **Integrations**. 2. Open **Settings** → **Desks** → select a desk → **Notifications**. 3. Click **Add destination** and choose **Slack**. 4. Select the Slack channel from the dropdown on the destination card. 5. Check the event types you want delivered to that channel. Slack notifications for Desk operators are supported, keeping your team informed of ticket activity directly in Slack. When key events occur on a ticket - such as new messages or updates - a notification is sent to the configured Slack channel or user. All notification events are also logged in the ticket's activity log for full traceability. #### Setting Up Microsoft Teams Notifications 1. Ensure Microsoft Teams is connected under **Settings** → **Integrations**. 2. Open **Settings** → **Desks** → select a desk → **Notifications**. 3. Click **Add destination** and choose **Microsoft Teams**. 4. Select the organization and channel on the destination card. 5. Check the event types you want delivered to that channel. ![Ticket notifications section showing Slack and Microsoft Teams destination cards](/files/OUOu1wMh3AkW85OGepyP) #### Emailing Reporters About Ticket Updates This is a separate feature from the Slack/Teams channels above. It automatically emails the **person who submitted a ticket** when their ticket is updated - useful so reporters stay informed without needing access to Harmony. Once enabled per desk, reporters automatically receive emails for the following ticket events: * **Ticket created** - confirmation that the request was received, including ticket ID, subject, priority, and status. * **Status updated** - notifies the reporter when the ticket status changes. All email notifications from Harmony are sent from ****, aligned with SPF and DKIM authentication records to improve deliverability and reduce the likelihood of messages being marked as spam. Reply-To headers are correctly set so that replies are routed back to the appropriate support inbox for your workspace. 1. Open **Settings** → **Desks** → select a desk → **Notifications**. 2. Find the **Email reporters about ticket updates** toggle. 3. Enable it. ![Email reporters about ticket updates toggle](/files/najnfWLwXPK01ElLICdk) {% hint style="info" %} This toggle notifies ticket **reporters** (submitters) only. It is not a notification channel for agents or admins. This setting is disabled by default and is configured independently per desk. {% endhint %} #### Sending Company Announcements You can send company announcements directly to your team through Slack, Microsoft Teams, and email. Announcements support a title, body, an announcement type badge, and an optional call-to-action button - ensuring your message looks polished across every channel. Announcement notifications display a visual emoji icon before the announcement type label in the card header on both Slack and Teams (for example, "🚨 Outage / Incident"). A dedicated **Invitation** announcement type is also available, represented by the 📧 emoji in Slack notifications. #### Configuring Notification Destinations Each destination (Slack channel, Teams channel, or Email) can have different event types. Use the checkboxes on each destination card to choose which events go to that channel. You can add multiple destinations and configure each independently. Notification preferences are configurable at the desk level, so different desks can have independent notification behaviours without interfering with one another. Both per-desk and global notification configurations are supported for full backward compatibility with existing setups. #### Managing Notification Channels * **Add** - Use **Add destination** and pick Slack or Teams. Email appears automatically for ticket notifications once any integration is configured. * **Edit** - Change the channel or event types on a destination card. * **Delete** - Remove the destination from the card menu. #### Configuring Notification Types **Ticket notifications** (per desk, `/settings/desks/$deskId/notifications`) Default types: ticket created, ticket status changed, SLA breach. Additional ticket-related events may be available (e.g., mentioned in ticket). Ticket event notifications can also be delivered directly inside **conversation threads**, keeping all relevant updates in context alongside the original conversation. When a ticket is created, assigned, or has its status or priority changed, a notification is automatically posted into the associated thread. System messages generated by these notifications are hidden from the admin ticket chat view, so the conversation stays clean and easy to follow. Thread delivery works alongside existing Slack and Teams notification channels. **Approval notifications** (per desk) When an approval request is sent, the notification card includes the ticket title and a direct link to the ticket, so approvers can immediately see which ticket the request relates to without opening it separately. For approvals not tied to a specific ticket - such as those added as a step in Agent Builder - the notification displays correctly without a ticket reference. **SLA notifications** (per desk) Included in Service Desk destinations: `sla_breach` and related SLA events. **AI Agent notifications** (per desk) A dedicated **AI Agents Events** section is available under **Desks → Notifications**, alongside the existing Ticket Events and SLA Events categories. Configure alerts for: * **Agent run failures** - Receive instant push notifications whenever a Harmony Agent run fails (ends in a human escalation). Set up failure notifications under **Settings → Service Desk Notifications** and route them to a dedicated Slack or Teams channel. Each notification includes details about the affected agent and run. This is especially valuable for high-scale environments where many Agents are running simultaneously. * **Failed to respond** - Enable the **"Failed to respond"** checkbox to receive alerts when your AI Agent fails or times out during a conversation before a support ticket has been created. Each alert includes the name of the user who was interacting with the agent and the last message they sent. Choose which Slack or Teams channels receive these alerts. **IDP Quick Action notifications** (per desk) You can opt in to receive notifications when IDP quick actions are triggered on a ticket. Notifications can be delivered via email, Slack, or Microsoft Teams. **Workflow failure notifications** (per desk) You can receive notifications when an Automated Workflow fails, delivered through all supported notification channels: * Email notifications for workflow failures * Slack notifications for workflow failures * Microsoft Teams notifications for workflow failures Workflow failure notifications also surface directly on the desk page, so agents are immediately aware of issues without having to navigate elsewhere. **Asset Management notifications** (org-level) Configure at org asset settings. Default types: EOL planned, EOL reached, EOL grace period expired, low stock threshold reached. **Low stock notifications** (org-level) Part of Asset Management: `low_stock_threshold_reached` and related stock alerts. In both Slack and Teams notifications, Vendor and Location fields appear on the same row for a more compact layout. A **View Assets** button is included in both Slack and Teams notifications when a link is available, letting you jump directly to the relevant assets without leaving your messaging app. #### Notification Reminders and In-Place Updates You can configure Slack and Teams notifications to automatically remind recipients who have not responded and update the original message in place rather than sending a new one. This is particularly useful for time-sensitive actions like satisfaction surveys and approval requests. * **Notification reminders** - Set a timeout after which a reminder is automatically sent to users who have not acted on a notification, re-alerting them within the same message thread. * **In-place message updates** - Existing notifications can be updated in place rather than generating a new message, keeping conversations uncluttered. When a pending reminder has an active parent conversation with replies, Harmony automatically sends an updated notification reflecting the latest state rather than a stale alert. Reminders tied to conversations with no responses continue to behave as before, and update-type notifications cannot themselves trigger further update reminders. #### Understanding Notification Categories | Category | Scope | Events | | ---------------------------------- | --------------- | ---------------------------------------------------------------------------- | | **Ticket notifications** | Per desk | ticket\_created, ticket\_status\_changed, sla\_breach, thread delivery, etc. | | **Approval notifications** | Per desk | Approval requests with ticket title and link | | **AI Agent notifications** | Per desk | Agent failures, failed to respond, run events | | **IDP Quick Action notifications** | Per desk | Identity provider quick actions on tickets | | **Workflow failure notifications** | Per desk | Automated workflow failures | | **Announcement notifications** | Org / broadcast | Company announcements via Slack, Teams, Email | | **Asset notifications** | Org | EOL lifecycle, low stock | #### Selecting Notification Types Per Channel On each destination card, use the checkboxes to choose which event types are sent to that channel. Different destinations can receive different events. Notifications are routed with the correct group context to ensure alerts reach the right team and reduce the chance of misrouted or missed updates. *** ### Related Resources
Service Desks & TeamsDesk structure and team configurationhttps://github.com/harmonyso/public-docs/tree/main/guides/managing-service-desks-and-teams/README.md
Understanding IntegrationsConnect Slack, Teams, and notification channelshttps://github.com/harmonyso/public-docs/tree/main/guides/understanding-integrations/README.md
User ManagementUsers, groups, and role assignmentshttps://github.com/harmonyso/public-docs/tree/main/guides/managing-user-management/README.md
Ticket SettingsCustom fields, tags, and canned responseshttps://github.com/harmonyso/public-docs/tree/main/guides/managing-ticket-settings/README.md
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