Step-by-Step Guide to Configuring Alerts

Log in to your Faveo Support Portal as an Admin.

Go to Admin Panel > Notify > Manage Alerts.

Use the toggle switch to enable or disable alerts for admin, agent, or client actions:

Enable the toggle to start receiving alerts.

Disable the toggle to stop receiving alerts.

Choose the notification delivery method:

Click the Email icon to enable email alerts.

Click the Bell icon to enable in-app notifications.

Under Notify Members, choose which users should receive alerts for specific actions.

Admins: Get notified about all major actions in the system, except for the ones they trigger themselves (if alerts are enabled).

Department Managers: Receive alerts for actions that happen within their department to stay informed and manage their team effectively.

Department Members: Get notifications about activities related to their department to stay updated on relevant tasks.

Team Leads: Notified about actions and updates within their team to help manage and guide team members.

Team Members: Receive alerts for tasks and changes within their team to stay in sync with team activities.

Requester: The person who created the ticket or request. They get notified about updates, responses, and resolutions.

Assigned Agent: The agent responsible for handling the ticket, change, or problem. Receives alerts for any updates or changes made.

Change Collaborators: Users added to a change request to stay informed. They get notifications about any updates or progress.

Contract Users: Users linked to a contract. Get notified when a contract is approved, rejected, or updated.

Contract Creator: The person who created the contract. They are notified about its approval status or any changes made.

Vendors: External parties involved in contracts. Receive updates about contract status and actions taken.

Problem Assigned Agent: The agent assigned to resolve a problem ticket. Gets notified about all updates and status changes.

Problem Requester: The user who reported the problem. They are informed about progress, changes, and resolutions.

Ticket Assigned Agent: The agent handling the ticket. Receives alerts about any changes or updates related to that ticket.

Ticket Requester: The person who submitted the ticket. Gets updates on progress, agent responses, and ticket closure.

Change Assigned Agent: The agent working on the change request. Receives notifications about approvals, updates, and completion.

Change Requester: The user who submitted the change request. They are kept informed about its progress, approvals, and final status.

The table below lists specific alerts and the users who will be notified for each action performed within the Faveo Servicedesk ticketing system.

Stay informed about key system activities with real-time in-app notifications. You'll receive alerts for critical events like contract approvals and rejections, creation and status updates of changes, problem management (including associations with tickets and changes), and release milestones. These notifications, accessible by clicking the bell icon in the navigation bar, ensure relevant stakeholders—including admins, managers, team members, requesters, assigned agents, vendors, and collaborators—are always up-to-date, minimizing reliance on email.