Notification channels
Where notifications are delivered: an email provider, Slack and Teams.
Settings → Notification channels
Where outbound notifications (assignment, mentions, SLA warnings, etc.) actually get delivered. Pick one email provider — Slack and Teams are separate and can both be on at the same time as email. Owner/Admin only.
How it works
- A channel only sends once it has a saved secret and Enabled is checked — saving credentials alone doesn't turn it on.
- Enabled can only be ticked once a secret is saved, and saves as soon as you tick it.
- Test is disabled while the form has unsaved edits — save first, then test, so you're always testing what's saved. A test sends even while Enabled is off, so a green test does not mean the channel is live.
- Secrets are never shown again after saving — only a masked preview. Replace to rotate a key; Disconnect to remove it entirely (also disables the channel).
Provider setup
- From email — must be a verified sender identity in your SendGrid account, or sends fail.
- API key — a key with Mail Send permission (starts with
SG.).
Slack and Teams here vs. Chat intake
These two cards only post notifications out to one channel each (new tickets, SLA warnings, escalations). For people to raise tickets from Slack or Teams, with replies in the thread, use Settings → Chat intake instead. The two are independent, and you can use both.
Switching the provider in the dropdown does not delete or disable the previous one — its credentials stay saved, and if it is still Enabled it keeps sending. With more than one email provider enabled, SendGrid is used first, then Mailgun, then Resend. Untick Enabled on the ones you don't want, or Disconnect them to remove their credentials.