> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thena.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Notifications

> Configure how you receive updates from Thena.

<img src="https://mintcdn.com/thena-840ce5ec/fnPhXvYfm-TNmZho/images/docs/Notifications.webp?fit=max&auto=format&n=fnPhXvYfm-TNmZho&q=85&s=79b2429ff992d4111b054f84938b8819" alt="Notifications interface" className="rounded-lg" width="7680" height="4800" data-path="images/docs/Notifications.webp" />

Thena brings you a modern, multi-channel notification system designed to keep you in the loop—whether you're deep in Slack, heads-down in the app, or offline for the day. It's flexible, intuitive, and fully customizable to your preferences.

## 💬 Multi-channel delivery

Choose how and where you want to stay informed. Thena supports:

<CardGroup cols={2}>
  <Card title="Slack" icon="slack">
    Ideal for real-time updates while working with your team.
  </Card>

  <Card title="Email" icon="envelope">
    Great for catching up asynchronously or staying informed when you're not in Slack.
  </Card>

  <Card title="Inbox" icon="inbox">
    A personal notification center right inside Thena.
  </Card>

  <Card title="Toasts" icon="bell">
    Lightweight in-app popups that keep you informed without breaking your flow.
  </Card>
</CardGroup>

## ⚙️ Configurable by event and channel

You can customize:

* Which events trigger notifications.
* Where they're delivered – toggle each event's delivery channel individually.

For example:

* Get ticket assignment alerts in Slack while collaborating.
* Review SLA warnings via Inbox after being away.
* Use email summaries if you're not always in Slack.
* Opt into Toasts for subtle, real-time nudges inside Thena.

## 📋 Supported notification events

Here's a list of every event that can trigger notifications in Thena:

### Ticket lifecycle

<CardGroup cols={3}>
  <Card title="New ticket" icon="ticket">
    A new ticket has been created in the system.
  </Card>

  <Card title="Assigned to ticket" icon="user-plus">
    You (or someone) have been assigned to a ticket.
  </Card>

  <Card title="Status change" icon="arrows-rotate">
    A ticket's status has changed (e.g., Open → In Progress).
  </Card>

  <Card title="Priority change" icon="arrow-up-right-dots">
    A ticket's priority has been updated.
  </Card>

  <Card title="Ticket escalated" icon="arrow-up-from-bracket">
    A ticket has been escalated for faster resolution.
  </Card>

  <Card title="Ticket archived" icon="box-archive">
    A ticket has been archived and is no longer active.
  </Card>
</CardGroup>

### SLA & CSAT

<CardGroup cols={2}>
  <Card title="SLA breach warning" icon="clock">
    The ticket is approaching its SLA deadline.
  </Card>

  <Card title="SLA breached" icon="triangle-exclamation">
    The SLA for the ticket has been missed.
  </Card>

  <Card title="CSAT received" icon="star">
    A customer satisfaction (CSAT) rating was submitted.
  </Card>

  <Card title="CSAT updated" icon="pen-to-square">
    A previously submitted CSAT rating was updated.
  </Card>
</CardGroup>

### Communication

<CardGroup cols={3}>
  <Card title="Customer thread reply" icon="reply">
    A customer has replied in a ticket thread.
  </Card>

  <Card title="Customer thread mention" icon="at">
    A customer mentioned you in a thread.
  </Card>

  <Card title="Internal thread reply" icon="comment">
    A teammate has replied in an internal note.
  </Card>

  <Card title="Internal thread mention" icon="user-tag">
    A teammate mentioned you in an internal thread.
  </Card>

  <Card title="Note reply" icon="message">
    A comment was made on a note you've interacted with.
  </Card>

  <Card title="Note mention" icon="quote-left">
    You were mentioned in a note comment.
  </Card>
</CardGroup>

### Metadata

<CardGroup cols={2}>
  <Card title="Custom field updated" icon="sliders">
    A custom field on a ticket has been modified.
  </Card>

  <Card title="Tag updated" icon="tag">
    A tag was added, removed, or changed on a ticket.
  </Card>
</CardGroup>

## 🔁 Real-time vs. batched

Some events (like mentions or assignments) are always real-time when delivered via Toasts and Inbox. For Slack and Email, you can batch updates together to reduce noise.

You control the batching interval and keep the signal high.

## 🌟 Why it matters

This isn't just notifications—it's your signal layer. Configurable, contextual, and cross-channel. Built for high-performing customer teams.