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The bell, email and browser push: what you're told about, and how to choose.
HRS Triage tells you when something needs you, in three places:
- The bell at the top of every page, always on. Mark all read clears the count.
- Email, from the HRS Triage address, with a button straight to the case.
- Browser push, once you turn it on from the bell on each device you use.
What you're told about
| When | Who hears | Push | |
|---|---|---|---|
| A case is assigned to you | You (not when you take it yourself) | On | On |
| An action needs approval | Admins of that organization and its MSP | On | On |
| A case is about to miss its response target | The case owner, or whoever runs the client when nobody owns it | On | On |
| A case misses its response target | The case owner, or the admins of whoever runs the client when nobody owns it | On | On |
| A high or critical threat is reported | Analysts and admins of that organization and its MSP | Off | On |
| A campaign is contained across clients | Whoever runs the client where the agent found it | On | On |
| The agent's daily briefing | The people who run each client, once each morning | On | Off |
"Whoever runs the client" is the MSP's team for an MSP client, the HRS team for a direct client HRS runs, or the client's own team (see The Triage Agent).
Those are the starting choices. Change them in Profile → Notifications, then Save notifications. Send me a test email checks that mail reaches you.
The bell
Besides the events above, the bell shows cases about to miss their target and campaigns the agent found at another client. It also shows one line for everything waiting in Approvals (it clears as they're decided), confirms your exports, and carries announcements from the HRS team, such as planned maintenance. It looks back 14 days.
For your tools
The same moments can reach Slack, Teams, your PSA (ConnectWise, Autotask, HaloPSA), Jira, ServiceNow or your SOAR. See Webhooks and Chat and ticketing.