WhatsApp notifications

Staff can have a WhatsApp message as well as their usual email or push notification when an important ticket needs them. It is an addition to those notifications and does not replace them.

Turning it on for yourself

1. On your profile, find WhatsApp notifications.
2. Choose your country and enter your number.
3. WhatsApp sends you a six-digit code. Enter it to verify the number.

An administrator can enter a number for you on Users & queues. The code still goes to your phone, and you type it in on your own profile.

What you receive

• Alert and Urgent tickets: every staff participant.
• High tickets: the assignee, or each member if a team is assigned.
• Tickets on your built-in Alerts watchlist: you, at any priority.

You get one message per ticket until you open it.

Do Not Disturb

On the same panel you can set quiet times every day, and have messages held while you are unavailable. You choose whether to receive what was held back when Do Not Disturb ends, and whether critical system alerts come through anyway.

For administrators

The WhatsApp policy card on System settings says whether this system can send WhatsApp messages, turns them on or off, and sets which priorities are sent.