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Expanded Notification Channels and Role-Based Alerts
In progress
Expand the existing email and portal notification capabilities to support additional communication channels, including Microsoft Teams, Slack, and Google Chat. Notifications should be configurable by event type and recipient role so requesters, agents, managers, and other defined roles receive only the alerts relevant to them. Channel preferences should be configurable where appropriate. SMS notification capability should be considered as a future roadmap enhancement.
Use Case
A ticket is created, updated, escalated, reassigned, or resolved. The requester may receive status updates through email or the portal, while the assigned agent receives operational alerts in Teams, Slack, or Google Chat. Managers can receive escalation or SLA-related notifications without receiving every routine ticket update. This reduces unnecessary notifications while delivering important information through the channels each role uses most.
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