Overview

Case Notifications alert you when something changes in a Case you’re responsible for. You can receive a notification when:

• A Case is assigned to you.
• A Case that is assigned to you has an SLA breach.
• You are tagged in a Case comment.

Notifications appear in your Dashboard and/or email based on your personal notification settings.

Where can you view Cases Notifications?

You can receive Case Notifications in two places:

Dashboard Notifications

In the Persona Dashboard, a red badge appears on the Notifications icon in the top-right of the All Cases view.

Clicking on the icon allows you to:

1. Click Inbox to view all new notifications. Within your inbox:
   1. Tag certain notifications as archived by clicking the X icon.
   2. Click Archive all to move all notifications in your Inbox to Archived status.
2. Click Archived to view all archived notifications. From this tab, click the Unread icon to move a notification back to the Inbox tab.

Email Notifications

You can turn email notifications on or off for specific Case events.

Configure your Case Notification settings

To manage which Case actions notify you:

1. Click your profile image > Profile.
2. Go to the Notifications tab.
3. Select which Case actions should trigger the Dashboard or email notifications.
4. Use + Add notification to create custom SLA breach notifications.
   1. These allow you to define when you want to be notified if an SLA is late or a set amount of time passes.