Help center Cases and collaboration Review and manage agent notifications Updated Wednesday, October 28, 2026 · Marcel Gravelle Notifications draw attention to activity that may need a response. Use them to find the underlying case or record, then confirm its current state and owner. A notification is a prompt to review work; it does not replace a task, a customer commitment or a case update. At a glanceFor: agents, specialists, and team leads. Applies to: Supportbench Core.Start here: App utilities → Notifications Review the related work · Dismiss or clear notifications · Build a useful review habit · Separate review from configuration · Triage attention without clearing unfinished work · Resolve common notification problems Review the related work Open Notifications in the app utilities when available.Read the item and open its related record where offered. Confirm the customer context and latest state.Decide whether to respond, coordinate a specialist or create a concrete task. Record that work on the case rather than relying on the notification to remain visible. Dismiss or clear notifications Use Dismiss after reviewing an individually dismissible item.Choose Clear all only after capturing any remaining work, then confirm Clear all notifications?.Return to the underlying cases or tasks to finish the work. Clearing the list does not complete those records.Clear all also marks active global Messages viewedThe action clears standard notifications and records currently active global Messages as viewed for your agent. It does not delete a global Message for everyone, disable future notifications or change notification preferences. Build a useful review habit MomentRecommended practiceStart of shiftReview notifications, then confirm current ownership and commitments on the underlying cases.Account handoffLeave findings, next action and responsibility on the case.Urgent updateVerify impact, affected customer and current status before escalating.Before clearingCapture necessary follow-up as an accountable case task.Example: an integration incidentA notification points to an update on a production integration case. Read the latest activity before asking a specialist to investigate; the customer or another agent may already have supplied the missing evidence. Separate review from configuration Administrators configure agent messages and notifications separately. A global Message disappearing from your list after Clear all means it was marked viewed for you; it does not show that another agent has read it. Browser push and email preferences are separate capabilities and should be verified in the applicable account setup. Triage attention without clearing unfinished work A notification tells you something deserves attention; the underlying case, task, discussion or message tells you what must happen. Treat the notification list as an entry point rather than the authoritative work plan.Open Notifications and read the item. Follow its record link when available before deciding it is complete.For a case mention, read the question and relevant case evidence. Answer through the appropriate discussion or create/confirm the task when a deliverable and due date are needed.For an organization message, read the instruction and determine whether it affects your current cases or shift. Record any resulting action in the normal workflow.Dismiss the notification after review when appropriate. Verify the underlying work separately; dismissing does not close a case or complete a task.Before using Clear all, make sure you have captured the actions that still matter. It clears your attention state and marks active global messages viewed for you; it does not delete colleagues’ records or prevent future notifications.For example, a specialist’s answer may remove the need for a notification while the customer still needs an update. Dismiss the reviewed item only after you know where that next action is tracked. At a shift handoff, review open tasks and case commitments as well as the notification list; an empty notification list is not proof that all work is complete. Resolve common notification problems ProblemCorrectionNotifications is not visibleAsk an administrator to check the account capability and agent access.An item has no Dismiss actionNot every item permits individual dismissal. Consider Clear all only after reviewing its effect on active global Messages.A global Message disappearedClear all marks active global Messages viewed for the current agent.The customer did not receive an updateAgent notifications are not customer replies. Send the appropriate case activity.Important work was lost from viewOpen the case and create or update the task. Do not use the notification list as the sole record of a commitment. Continue learning Configure agent messages and notificationsPlan case work in Task CenterUse discussions and mentions Was this article helpful? Yes No Thank you for your feedback.