Source: https://manu-tests-all-orgs.docs-staging.pageloop.ai/product/platform-administration/desk-essentials/stay-updated-with-notifications # 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.