# Notifications

Support tells the people in your workspace when something in the inbox needs them. It tells your end users nothing at all.

## Support sends nothing to your end users

This is the first thing to know, because it is the assumption a support product usually breaks. Support has no email channel, no SMS, no push, and no way to reach the person who opened a thread. It does not know how to reach them: a thread's external side is an opaque identifier and an optional display name, and there is no field for an address of any kind.

When your specialist answers a ticket, nobody is told but your own team. Getting that answer in front of the end user — an email, an in-app message, a badge on your support screen — is your product's job, and Support gives you what you need to do it: the message, its visibility, and the thread it belongs to.

## The Support section

Everything Support does send is an in-app notification inside the Lessly workspace, aimed at your own people.

It arrives under one section, **Support**, described as *new threads, customer replies and assignments in this product's inbox*. That section is what a person tunes in their workspace notification settings — it is the whole dial Support offers. Which of the three things below it was travels inside the notification itself, so muting the section mutes all three together.

Notifications are scoped to a product like everything else here: a notification about your product's inbox goes to your product's people.

## What fires, and who hears it

| When | Who is notified | How it reads |
|---|---|---|
| A thread is opened | Everyone in the product | *New ticket: Cannot upload my avatar*, with *From Alex Fern* underneath when the thread carries a display name |
| A public inbound message arrives | The assigned agent, when their profile is bound to a Lessly account; everyone in the product otherwise | *New reply in Cannot upload my avatar*, with the first line of the message |
| A thread is assigned to an agent | That agent, when their profile is bound | *Ticket assigned to you: Cannot upload my avatar* |

The first two are marked important and actionable — they are work arriving. An assignment is informational and quieter on purpose: it is the one of the three that fires most often for reasons nobody else needs to look up from their desk, and a section that rings for the whole queue every time a ticket changes hands is a section people mute, taking the new tickets with it.

Each notification names the thread it is about, so they group in the inbox, and carries a link to that thread in the Workspace app.

## What deliberately fires nothing

**Status changes.** No notification, deliberate. The `pending` → open automation means every customer reply would produce a status change too, and a bell that rings twice for one event is a bell people turn off.

**Your own team's replies.** An outbound message is your specialist's own doing; they do not need to be told they wrote it.

**Internal notes.** A note between specialists is a comment to colleagues who are already looking at the thread.

**Unassignment.** Returning a thread to the unassigned queue notifies nobody: "assigned to you" addressed to nobody is addressed to nobody.

**Assignment to an unbound profile.** A bot or your own backend has no workspace member behind it, so there is nothing to notify. The thread is still assigned — the notification is simply not sent.

A notification names no actor. The only "who did it" Support has for a customer reply is an opaque external identifier that belongs to no workspace member, so the notification says what happened and to which thread, and leaves it there.

In-app notifications are delivered when the Support deployment they run on has them switched on; whether yours does is worth confirming with whoever operates it.

## Where to go next

- [Threads and messages](/ship/support/threads-and-messages): the messages and visibility rules these read.
- [Statuses](/ship/support/statuses): why a status change is not worth a bell.
- [Agents](/ship/support/agents): binding an agent to a Lessly account.