Choose which notifications Zoho Desk sends to your customers and to your agents, departments and teams. This article is for Desk administrators.

Applies to: Zoho Desk – All clients

Open the notification settings

1. In Zoho Desk, click Settings (the gear icon, top right).
2. Select Notify.

Turn notifications on or off

In the notifications screen, turn each notification on or off.

• The top part of the screen is for your customers.
• The bottom part is for your agents, departments and teams.

Note: SMS notifications only work if an SMS gateway is configured.

Example: email the customer when a ticket is created

If you turn on the email to the customer when a ticket is created, the customer gets an email however the ticket was created. For example, when you create it in Desk, or when the customer emails your support mailbox.

If you leave it off, the customer isn't told that a ticket was created.