> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# Notifications
> Manage Ravenna notifications in a unified inbox with granular controls for Slack and email delivery across approvals, assignments, and comments.
Configure notification preferences to control when and how you receive updates about tickets, assignments, approvals, and team activity. Organization admins set default preferences in organization settings while individual users customize their own notification settings.
## Mental model
Notifications are event-driven messages sent to users when ticket activity occurs. Notifications deliver through two channels: Slack (DMs and channel messages) and email. Each notification event type can be independently enabled or disabled for each delivery channel.
Notifications are controlled at two levels:
1. **Organization defaults**: Set by organization admins. These are the baseline for all users.
2. **User overrides**: Individual users can customize any setting. Once customized, the user's preference persists even if the organization default changes.
This is a "default with override" model. The organization sets sensible defaults, and users opt in or out of specific notification types as needed.
***
## Notification event types
| Event type | Default (Slack) | Default (Email) | Notes |
| ------------------------------ | -------------------------- | ---------------------- | -------------------------------------------------------------------------------------------- |
| **Assignments** | Enabled | Enabled | Ticket assigned/unassigned/reassigned, task assigned/unassigned |
| **Ticket created** | Enabled | Enabled | Fires for the requester when a ticket is created or when they are later set as the requester |
| **Approvals** | Always on (cannot disable) | Enabled (configurable) | Slack approval notifications are forced-on for timeliness |
| **Messages and collaboration** | Enabled | Enabled | New messages, follower changes, @mentions |
| **Status updates** | Enabled | Enabled | Status changes, resolutions, closures, reopens |
| **SLA alerts** | Enabled | Enabled | SLA breach warnings and violations |
| **Ticket properties** | Disabled | Disabled | Priority, tag, channel, custom field, due date, requester changes |
Key behavior: Slack approval notifications cannot be disabled by users or organization admins. This is a system-level guarantee that approvers always receive approval requests promptly.
***
## Notification recipients
Who receives notifications depends on the ticket role:
| Role | Receives notifications |
| -------------------------- | ----------------------------------------------------------------------------------------------------------- |
| **Assignee** | Assignment changes, new messages, status updates, SLA alerts |
| **Followers** | New messages, status updates (based on preferences) |
| **Requester** | Ticket created or requester set on a ticket, status changes, new public messages (unless silent mode is on) |
| **Approvers** | Approval requests (always via Slack), approval decisions |
| **Workspace admins** | SLA alerts and breaches |
| **Channel auto-assignees** | SLA alerts when no specific assignee exists |
***
## Channel notification settings
Channel-level settings affect how notifications appear in Slack:
**Silent mode**: When enabled on a channel, ticket mirrors do not appear in the request Slack channel, and requesters are excluded from email notifications. Triage channel notifications and DM notifications for assignees/followers still work normally.
**Granular updates**: When enabled on a channel, detailed property change notifications (snooze, priority changes) are sent to the triage channel.
These settings interact with user preferences. Silent mode reduces noise in public channels while maintaining internal team visibility.
***
## Constraints and gotchas
* Slack approval notifications are always delivered and cannot be disabled at any level. This is by design.
* User customizations are per-setting. Changing one notification type does not affect others.
* There is no bulk reset for user customizations. Each user must individually reset their preferences to return to organization defaults.
* Silent mode affects both Slack channel notifications and email notifications for requesters. It does not affect DM notifications to assignees or followers.
* "Ticket properties" notifications are disabled by default because they generate high volume. Enable selectively for users who need detailed change tracking.
* Organization default changes only affect users who have not customized that specific setting. Users with overrides are not affected.
* Email notifications serve as backup delivery when Slack is unavailable and for digest summaries.