Everything the product sends, and how to stop each of it reaching you. Worth reading once by whoever set the workspace up, because most complaints about "too many emails" are one setting away from solved.
The two different things#
They arrive the same way and are configured in completely different places:
- A notification is a reaction to something that just happened — somebody assigned you a ticket, a review moved on, a monitor went down. Configured per person, on the settings page below.
- A digest is a summary on a schedule, sent whether or not anything happened. Configured per module, by whoever administers it.
Turning off notifications does not stop a digest, and vice versa. That is the usual reason somebody thinks they switched everything off and is still getting mail.
Notifications: the per-person settings#
Settings → Notifications. Four channels across the top, then one row per event with a switch per channel.
| Channel | What to know |
|---|---|
| In-app | Always on. It is the bell, and it is the record — the others are copies |
| The one people actually mean when they say "too many notifications" | |
| Slack | Needs the workspace's Slack integration connected |
| Web push | Needs the browser's permission; it will say if the browser has blocked it |
Events are grouped by category, and each category has an all in category row — which is how you turn off, say, every review notification by email without touching the eleven switches underneath.
Two things worth saying to a team that is drowning:
- In-app cannot be switched off, and should not be. It costs nobody anything and it is where the history lives.
- Turn off a channel, not an event. Somebody who silences "peer review requested" entirely will miss the one that mattered; somebody who turns off its email still sees it in the bell.
Digests: the per-module schedules#
Each of these is configured by an administrator in the module that owns it, and each has its own recipients:
| Digest | Where it is configured | What it carries |
|---|---|---|
| Service Desk digest | Service Desk → Digest | Open tickets — each person's own, and the desk lead's everything |
| Daily reminder digest | Compliance | What is due and what is overdue |
| Weekly AI digest | Workspace AI settings | A summary of the week's activity |
| Feedback digest | Reviews | Feedback collected since the last one |
| Scheduled reports | The report itself | Whatever that report returns |
Two of these deserve care because they cross a boundary:
- The Service Desk digest's additional recipients get the whole desk's open tickets — subjects and account names included. That is somebody outside the desk reading customer correspondence titles every morning.
- A scheduled report keeps arriving at whoever is on its list, long after the person who asked for it has moved on.
Reminders and escalations#
Compliance and reminders escalate rather than repeat: the person, then their manager, then whoever owns the obligation. Configure the ladder deliberately — an escalation that starts at the top is one everybody learns to ignore, and an escalation with no ladder at all is a reminder that nobody has to act on.
Booking, review deadlines and work-item deadlines each send their own reminders close to the date. They are not in the digest settings because they are not digests; they are notifications with a timer.
When somebody says they get too much#
In order, because it is usually the first one:
- Which channel? Almost always email. Turn off the category by email and leave in-app on.
- Is it a digest? Then it is a module setting, not theirs — and somebody may have added them as an additional recipient.
- Is it an escalation? Then something is genuinely overdue, and the mail is working. Fix the obligation, not the notification.
Common mistakes#
- Switching off notifications and expecting the digests to stop. Different system, different setting, different administrator.
- Silencing an event across all channels because email was noisy.
- Adding a manager as an additional digest recipient without noticing they now receive every customer's subject line.
- Treating an escalation as noise. It is the one message in this document that means something is wrong.