In JSM projects, there are two types of notifications:
Customer notifications – Sent to external customers or requesters.
Internal team notifications – Sent to internal team members.
Customer notifications
Customer notifications are delivered via the Teams portal app.
These notifications can be sent in two ways:
Customer chat notifications – Posted by the bot in an existing chat with the customer.
Request notifications – Sent via the bot in the Bot chat or Activity tab.
Configuration:
Customer chat notifications are managed through the preset settings.
Request notifications are configured in the JSM project settings.
In both cases, you can choose which notifications to post.
Both notification types include status updates, external comments, approval requests, and CSAT.
Recommendation: Enable both notification types to ensure customers receive updates, whether or not a chat has been created. We are working on an enhancement where the app will check for an existing chat and send notifications accordingly. Until then, enabling both options may result in duplicate notifications.
Internal team notifications
For internal teams, we recommend using the Smart Connect app. It delivers internal comments and request updates that are relevant only to team members.
Configuration:
Choose a preset type (chat or channel) to determine where notifications appear, e.g. in your triage chat or channel.
You can choose which notifications to post.
This ensures internal teams receive relevant updates in the most effective way.
Automation
If you want to configure notifications even further, you can do this via automation.