Stay updated with notifications

Notifications keep the right people informed at the right time across key request and change events. They are designed to keep employees, agents, followers, and approvers up to date over the channels they already use — Slack or Microsoft Teams, and email —whether it’s an update on a request or change, an approval request, a deadline reminder, or a major incident proposal or action.

Workspace admins can enable/disable notifications per channel, customize the notification for each channel, and test the notification before publishing changes for their workspace.

Any employee, agent, admin, or guest user can be:

the requester of a request,
an approver for a decision,
or a follower added to stay informed.

Employees, agents, and admins can receive notifications via Atom on Slack or Microsoft Teams and email. Guest users can receive notifications only over email.

Managing notifications in your workspace

Workspaces include supported notification templates for requests and, where Change Management is available, changes. Workspace admins can tailor each notification template in their workspace.

Navigate to Settings > [Your workspace] > Notifications.
Find the request event for which you want to edit the notification (e.g., Request created under Requester).
Use the Email and Slack/Teams toggles to turn a channel notification on or off.
Click on Email or Slack/Teams to edit the notification message. You can:
- Use the rich text editor (bold, links, lists, etc.).
- Insert placeholders (e.g., Requester name, Request link, Service item, Tags).
- For Email, choose to send a Plain text email if needed.

For major incident proposal notifications, Slack and Microsoft Teams messages can include action buttons so admins can approve or decline directly from the notification.

For change management, notifications can be customized for employees and agents.

Keep your notifications short, action-oriented, and specific to the recipient’s role. Include the request link early so people can jump in quickly.

Testing and publishing notifications

Before rolling out notification changes to your workspace, you can preview and test each notification to make sure the content and formatting look right.

Send test – Send yourself or a teammate a test message. Placeholders populate with the selected user’s details so you can verify content and formatting.
View live version – See the currently active template for that channel and event.
Publish – Make your edits live for the workspace. From this point, requesters, agents, approvers, and followers will receive notifications in the published format.

Best practices for setting up notifications

Match content to the role: Requesters need clarity and links; agents need context and next steps; approvers need the action and deadline.
Keep it concise: Add the key update upfront and link to the request.
Use placeholders: Personalize your notification but keep templates reusable.
Test before publishing: Send a test for each notification and channel to review formatting.
Review periodically: As your processes change, update your notification templates to match.

Request notifications by role

The following request events are available by default. For each event, you can enable or disable a channel and customize the content per channel.

For workspace admins

Workspace admins can receive notifications:

When a major incident proposal requires acknowledgement
When a major incident proposal is approved or declined
When a major incident is promoted, demoted, or updated

For requesters

Requesters can receive notifications:

When they create a request
When the agent assigned to their request changes
When a reply is added to their request
When the request status changes
When the request is sent for approval
When the request is approved
When the request is declined
When the request is resolved
When the request is cancelled

For agents

Agents can receive notifications:

When a request is assigned to them
When a reply is added to a request they’re handling
When a private note is added to a request they’re handling
When the status of a request they’re handling changes
When a request they’re handling is approved
When a request they’re handling is declined
When a request they’re handling is cancelled
When feedback is submitted for a request they’ve handled

For approvers

Approvers can receive notifications when a request requires their approval.

For followers

Followers can receive notifications:

When they’re added as a follower to a request
When the agent assigned to a request they’re following changes
When there’s an update to a request they’re following
When the status of a request they’re following changes
When a request they’re following is cancelled

Notifications in Atomicwork are designed to be contextual, timely, and relevant. Whether you're a requester awaiting resolution or an agent managing critical tasks, you'll be kept in the loop.