Real-Time Notifications - Frappe Helpdesk

Frappe Helpdesk provides real-time notifications to keep agents informed about important ticket activities, assignments, and mentions.

Overview

The notification system ensures agents never miss:

New ticket assignments
@mentions in ticket comments
Customer replies to tickets they’re handling
Ticket reopened by customers
Important ticket updates

Notification Types

Three primary notification categories:

Assignment

When a ticket is assigned to you

Mention

When someone @mentions you in a comment

Reaction

When a customer replies to your ticket

How Notifications Work

Notification Creation

Triggering Event

An action occurs (assignment, mention, or customer reply)

Notification Created

System creates HD Notification record

Real-Time Delivery

WebSocket sends notification to connected agents

In-App Display

Notification appears in notification center

Optional Email

Email notification sent (if configured)

Notification Data

Each notification contains:

Type: Assignment, Mention, or Reaction
From: Who triggered the notification
To: The recipient agent
Ticket: Link to relevant ticket
Comment: Link to specific comment (if applicable)
Message: Optional custom message
Read Status: Whether notification has been seen
Timestamp: When notification was created

Accessing Notifications

Notification Center

Open Notification Panel

Click the bell icon in the top navigation bar

View Notifications

See all recent notifications, newest first

Click Notification

Navigate directly to the related ticket or comment

Mark as Read

Notifications are automatically marked read when viewed

Unread Count Badge

The bell icon shows:

Badge: Number of unread notifications
No badge: All notifications read
Red indicator: New notifications since last check

The unread count updates in real-time as new notifications arrive.

Assignment Notifications

Receive alerts when tickets are assigned to you:

Automatic Assignment

When assignment rules assign a ticket:

Notification:
  Type: Assignment
  From: System
  To: You
  Message: Ticket #123 assigned via assignment rule
  Ticket: HD-00123

Manual Assignment

When another agent assigns a ticket to you:

Notification:
  Type: Assignment
  From: [email protected]
  To: You
  Message: Jane Smith assigned ticket #123 to you
  Ticket: HD-00123

You don’t receive assignment notifications when you assign tickets to yourself.

Mention Notifications

Get notified when mentioned in comments:

Using Mentions

To mention an agent in a comment:

@john.smith Can you take a look at this?
Customer is reporting the same issue as ticket #456.

Mention Notification

The mentioned agent receives:

Notification:
  Type: Mention
  From: [email protected]
  To: [email protected]
  Comment: Comment-00789
  Ticket: HD-00123

Clicking the notification jumps directly to the comment.

Use @mentions to bring specific issues to colleagues’ attention without formal reassignment.

Reaction Notifications

Stay informed when customers respond:

Customer Reply Triggers

When a customer replies to a ticket you’re assigned to:

Notification:
  Type: Reaction
  From: system (on behalf of customer)
  To: You (assigned agent)
  Ticket: HD-00123

Reopened Tickets

When a customer reopens a resolved ticket:

Notification:
  Type: Reaction
  From: system
  To: Previously assigned agents
  Message: Ticket #123 reopened by customer
  Ticket: HD-00123

Reaction notifications ensure you never miss customer replies needing attention.

Notification Display

In-App Notifications

Notification panel shows:

Icon: Type indicator (assignment, mention, reaction)
Message: Brief description of the event
Agent: Who triggered it (if applicable)
Timestamp: Relative time (“5 minutes ago”)
Unread indicator: Visual badge for new notifications
Ticket link: Click to navigate

Mobile View

On mobile devices:

Dedicated notifications page at /notifications
Optimized list view
Swipe actions (mark read, delete)
Full-screen notification details

Managing Notifications

Marking as Read

Single Notification
Mark All Read
Automatic

Click the notification to view the ticket. It’s automatically marked read.

Clearing Notifications

Notifications are automatically cleared:

When you view the related ticket
When you click the notification
When marked as read manually

Clearing Specific Notifications

Via API or direct interaction:

# Mark ticket's notifications as read
frappe.call(
    "helpdesk.helpdesk.doctype.hd_notification.utils.clear",
    ticket="HD-00123"
)

# Mark all notifications as read
frappe.call(
    "helpdesk.helpdesk.doctype.hd_notification.utils.clear"
)

Real-Time Updates

Notifications use WebSocket for instant delivery:

Connected State

When logged in:

Notifications appear instantly
No page refresh needed
Bell icon updates in real-time
Notification panel updates automatically

Disconnected State

When offline or browser closed:

Notifications are stored server-side
Appear when you next log in
Email notifications sent (if configured)

Real-time features require WebSocket connection. Check your firewall allows WebSocket traffic.

Email Notifications

Optional email alerts for notifications:

Email Notification Content

Subject: New ticket assigned: #123 - Login Issue

Body:
  You have been assigned to ticket #123
  
  Subject: Customer unable to login
  Priority: High
  Customer: [email protected]
  
  [View Ticket]

Email Settings

Configure in user preferences:

Enable/disable email notifications
Frequency (instant, daily digest, etc.)
Types to receive (assignments only, all types, etc.)

Use email notifications for off-hours coverage so you’re alerted to urgent tickets even when not actively monitoring.

Notification Settings

Customize notification preferences:

Agent Preferences

Agents can configure:

In-app notifications: On/off
Email notifications: On/off
Notification types: Which events to be notified about
Quiet hours: Suppress notifications during specific times

System Settings

Administrators can control:

Default notification preferences: For new agents
Notification retention: How long to keep read notifications
Rate limiting: Prevent notification spam

Comment Reactions

Beyond standard notifications:

Emoji Reactions

Agents can react to comments with emoji:

Quick acknowledgment without full reply
Show agreement or support
Lightweight communication

Reaction Notifications

Optionally notify when someone reacts to your comment:

Notification:
  Type: Reaction
  From: [email protected]
  To: You
  Message: 👍 reacted to your comment
  Comment: Comment-00789

Best Practices

Check notifications regularly

Review your notification center at least a few times per shift to catch mentions and assignments.

Use @mentions strategically

Mention colleagues for specific input, not just FYI. Keep mentions meaningful.

Clear read notifications

Periodically clear old notifications to keep the list manageable.

Enable email for urgent types

Set email notifications for assignments and high-priority mentions.

Don't ignore reaction notifications

Customer replies need timely responses. React to reaction notifications quickly.

Configure quiet hours

Set quiet hours if you work specific shifts to avoid notification fatigue.

Notification Scenarios

Scenario 1: Team Collaboration

Agent A is working on a complex ticket and needs input:

Agent A adds comment: "@agent-b Have you seen this error before?"
Agent B receives Mention notification
Agent B clicks notification, reads ticket
Agent B replies with solution
Agent A receives Reaction notification (if configured)

Scenario 2: Assignment Chain

Ticket escalation workflow:

New ticket arrives, assignment rule assigns to Agent A (Tier 1)
Agent A receives Assignment notification
Agent A escalates to Tier 2 team
Assignment rule assigns to Agent B
Agent B receives Assignment notification
Agent A is unassigned (no notification for unassignment)

Scenario 3: Customer Follow-Up

Resolved ticket is reopened:

Agent resolves ticket and moves on
Customer replies with additional issue
Ticket status changes to "Reopened"
Original agent receives Reaction notification
Agent clicks notification, sees new customer message
Agent responds to follow-up

Troubleshooting

Not receiving notifications

Check if you’re logged in
Verify WebSocket connection is active
Ensure browser notifications aren’t blocked
Check notification preferences

Notifications not appearing in real-time

Refresh the page
Check browser console for WebSocket errors
Verify firewall allows WebSocket connections
Test with email notifications

Too many notifications

Adjust notification type preferences
Set quiet hours
Unsubscribe from specific notification types
Clear old read notifications

Notifications for wrong tickets

Verify you’re assigned to those tickets
Check if you’re mentioned in comments
Review team membership (team ticket notifications)

API Reference

Manage notifications programmatically:

# Get user's notifications
notifications = frappe.get_all(
    "HD Notification",
    filters={"user_to": frappe.session.user},
    fields=["name", "notification_type", "reference_ticket", "read"],
    order_by="modified desc"
)

# Create custom notification
notif = frappe.get_doc({
    "doctype": "HD Notification",
    "user_from": "[email protected]",
    "user_to": "[email protected]",
    "notification_type": "Assignment",
    "reference_ticket": "HD-00123",
    "message": "Custom notification message"
})
notif.insert()

# Mark notification as read
frappe.db.set_value(
    "HD Notification",
    notification_name,
    "read",
    1
)

Notifications are lightweight records designed for real-time delivery. They don’t replace audit trails or activity logs.

Get Started

Core Features

Guides

Configuration

​Overview

​Notification Types

Assignment

Mention

Reaction

​How Notifications Work

​Notification Creation

​Notification Data

​Accessing Notifications

​Notification Center

​Unread Count Badge

​Assignment Notifications

​Automatic Assignment

​Manual Assignment

​Mention Notifications

​Using Mentions

​Mention Notification

​Reaction Notifications

​Customer Reply Triggers

​Reopened Tickets

​Notification Display

​In-App Notifications

​Mobile View

​Managing Notifications

​Marking as Read

​Clearing Notifications

​Clearing Specific Notifications

​Real-Time Updates

​Connected State

​Disconnected State

​Email Notifications

​Email Notification Content

​Email Settings

​Notification Settings

​Agent Preferences

​System Settings

​Comment Reactions

​Emoji Reactions

​Reaction Notifications

​Best Practices

​Notification Scenarios

​Scenario 1: Team Collaboration

​Scenario 2: Assignment Chain

​Scenario 3: Customer Follow-Up

​Troubleshooting

​API Reference

Build docs developers (and LLMs) love

Overview

Notification Types

How Notifications Work

Notification Creation

Notification Data

Accessing Notifications

Notification Center

Unread Count Badge

Assignment Notifications

Automatic Assignment

Manual Assignment

Mention Notifications

Using Mentions

Mention Notification

Reaction Notifications

Customer Reply Triggers

Reopened Tickets

Notification Display

In-App Notifications

Mobile View

Managing Notifications

Marking as Read

Clearing Notifications

Clearing Specific Notifications

Real-Time Updates

Connected State

Disconnected State

Email Notifications

Email Notification Content

Email Settings

Notification Settings

Agent Preferences

System Settings

Comment Reactions

Emoji Reactions

Reaction Notifications

Best Practices

Notification Scenarios

Scenario 1: Team Collaboration

Scenario 2: Assignment Chain

Scenario 3: Customer Follow-Up

Troubleshooting

API Reference