Notifications

Who hears what#

Customers hear about the posts they follow. Writing a post, voting for it or commenting on it follows it, and customers can also follow a post from its page. Someone who unfollows a post stays unfollowed, even if they vote or comment later.

• A post they follow changes status, gets a public comment, or is merged into another.
• Someone votes for their post, or your team approves a post of theirs that waited for review.
• A changelog entry is published for the first time, and not quietly. Customers subscribed to the changelog hear about it, and so do those who wrote, voted for or commented on the posts it links.

Your team, every member except the one who acted, hears when:

• a customer writes a post, or a public comment;
• a post or a comment waits for review;
• another member writes an internal note.

Nobody hears about what they did themselves. Customers never hear about a post they can't see, an internal note, or a comment that waits for review.

In the app#

Everything shows in the app. Your team finds it under Notifications in the dashboard, with an unread count. Customers find it behind the bell on the portal, once signed in. Opening a notification marks it read, and Mark all as read clears the count.

By email#

Emails gather news, so a busy thread doesn't flood anyone's inbox:

• A post's news for one person goes out 5 minutes after the first item, in one email. Five comments in two minutes make one email.
• Your team's new posts, what waits for review, and new comments are each gathered the same way.
• A changelog entry's announcement goes out about a minute after it's published.

Before an email leaves, each item is checked again. A post the reader can no longer see, or an entry taken back to draft, drops out, and an email with nothing left isn't sent. News more than a day old, after an outage say, shows in the app only.

Each email is in its reader's language, one of English, French, German, Spanish, Italian, Portuguese or Dutch:

• a customer's is the language they read your portal in when they last signed in, or the one they chose in the portal's menu since;
• a teammate's is their browser's when they last signed in;
• when neither is known, as for a customer you added yourself, the workspace's default language, from Settings → General.

A sign-in code follows the browser that asks for it, or the language chosen in the portal's menu. What people wrote is quoted as they wrote it.

The weekly digest#

On Mondays from 09:00 in your workspace's time zone, customers get the week's news by email: up to 5 of the most-voted new posts, up to 5 posts completed, and up to 3 changelog entries, from the last 7 days. It only has what anyone can see on your portal, and a week without news sends nothing.

The digest is on for every workspace. To turn it off, set Weekly digest to Off under Settings → General. Each customer can also turn it off for themselves.

Choosing emails#

Team members choose under Settings → Email notifications, for each workspace. Everyone chooses for themselves.

Customers choose on the portal, under Email notifications on their account page.

A customer who wrote, voted for or commented on a post that an entry links hears about the entry as an update on that post, without subscribing to the changelog.

Unsubscribing#

Every email has a link that stops that kind of email, and it works without signing in. Mail apps' own unsubscribe button works too, in one click. The link's page can also subscribe again, and points to the full choices.

Who never gets email#

• Guests, who wrote on the portal without signing in: nobody checked their address. They see their notifications on the portal, and get emails once they sign in.
• Customers without an email address, and customers you erased.
• Addresses a mail server refused as unknown: they're never emailed again.