Notifications
Know about the problem before the customer chases
Hookdesk notifies the people who can act: assignment alerts for agents, SLA-risk warnings for supervisors, channel-health alerts for admins, and a daily digest that summarises the desk.
- In-app notification bell with unread state
- SLA at-risk and breach alerts before the deadline
- Mailbox sync failure warnings to admins
- Daily email brief of volume, backlog and attainment
Inside the workspace
What your team actually sees
Home surfaces what needs attention now: due within four hours, at risk, unassigned and reopened, with the notification bell carrying the rest.
Good morning, Adam
Last 7 days9
Assigned to me
3
Due within 4h
1
SLA at risk
0
Unassigned
184
Resolved (7d)
4.7
CSAT (7d)
My queue - due first
- Invoice total looks wrong12m left
- Cannot sign in to the portalbreached
- Order SO-88213 never arrived1h 40m
- How do I add a teammate?3h 05m
Setup health
- Mailboxes connected3 syncing
- Routing rules active11
- Pending invites2
- Portallive at help.northwind.co
Capabilities
Built for this job, not bolted on
Assignment alerts
Agents are told when work lands in their queue, without email noise.
SLA warnings
Escalation fires while there is still time to answer.
Channel health
A broken mailbox raises an admin alert immediately.
Per-agent preferences
Each agent controls what reaches them in My profile.
Daily digest
A short morning brief: yesterday's volume, backlog and attainment.
No silent failures
Anything that stops tickets arriving is treated as an incident.
How it runs
From arrival to answer
- 1
Configure
Agents set their own preferences; admins set workspace alerts.
- 2
Detect
The workflow engine watches clocks, queues and channel state.
- 3
Notify
The right person gets the alert in-app or by email.
- 4
Resolve
The alert links straight to the ticket or setting that needs attention.
Detail
The small print that matters
Where it lives
The bell in the workspace header; preferences in My profile.
Channels
In-app notifications and email digests.
Volume control
Preferences are per agent so notifications stay meaningful.