Notifications
See which events notify your team and how to deliver replies to customers.
Support sends workspace notifications for new threads, public customer replies, and assignments. Your product is responsible for delivering replies to end users; Support provides no customer email, SMS, or push channel.
Your end users receive nothing
Support stores an external user id and optional display name, with no contact-address field. To show a reply to the customer, have your backend read the conversation with support_message_list, set visibility: "public", and render those messages in your product.
To learn when a conversation changes without polling, subscribe to Support webhooks. Your integration can then fetch the content and deliver it through your own customer notification channel.
The three events, and who receives each
The examples below use an avatar-upload ticket from Alex Fern.
Event | Who is notified | What the notification says |
|---|---|---|
A thread is opened | Everyone in the product | New ticket: Cannot upload my avatar, with From Alex Fern when a display name is present |
A public inbound message arrives | The assigned agent if bound to a Lepsto account; otherwise everyone in the product | New reply in Cannot upload my avatar, followed by the message’s first line |
A thread is assigned to an agent | The assigned agent if bound to a Lepsto account | Ticket assigned to you: Cannot upload my avatar |
New-thread and customer-reply notifications are marked important and actionable. Assignment notifications are informational.
Notifications group by thread and link to it in the Workspace app. They identify what happened and the affected thread, without naming an actor: an external customer id does not identify a workspace member. Recipients are limited to the product’s people.
What sends no notification
Change | Notification behavior |
|---|---|
Status change | No separate notification; a customer reply that reopens a pending thread already produces one |
Outbound team reply | No notification to the team about its own reply |
Internal note | No notification |
Unassignment | No notification, because there is no recipient |
Assignment to an unbound profile | Assignment succeeds, but no workspace member is available to notify |
The one setting
All three notification types share the Support section in workspace notification settings, described as new threads, customer replies and assignments in this product’s inbox. Muting that section mutes all three. The event type is included in each notification.
In-app notifications must be enabled on the Support deployment. If they do not arrive, confirm that setting with the deployment operator.
Where to go next
- Threads and messages: read customer-visible replies.
- Agents: bind a reply profile to a notification recipient.
- Receive Support events: connect backend event handling.