13.7. Client Portal Notifications for Ticket Comments, Status Changes, and Appointments

The Client Portal includes a notification system to keep clients informed about activity on their account.

Notification Types

Clients receive notifications for:

• New Comment on Your Ticket - When someone comments on their ticket
• Your Support Ticket Has Been Created - Confirmation of ticket submission
• Ticket Status Changed - When ticket status is updated
• Appointment Updates - Approval, decline, or changes to appointments

How Notifications Appear

• Bell Icon - Shows unread notification count in the portal header
• Dropdown Panel - Lists recent notifications with details and links
• Mark All Read - Clients can clear all notifications at once

Notification Content

Each notification displays:

• Title - Type of notification
• Details - Relevant information (ticket number, comment preview, etc.)
• Category Tag - Type indicator (e.g., "tickets")
• Link - Direct navigation to the relevant item

Controlling Notifications

You can configure which notifications are sent to clients through notification settings:

• Enable or disable specific notification types
• Control email notifications vs. in-portal only
• Manage notification frequency

Internal Comments

When adding comments to tickets:

• Internal comments - Only visible to your team, clients are NOT notified
• Public comments - Visible to clients and trigger notifications

Use internal comments for notes that shouldn't be shared with clients.