Notification automations

Use notification rules to let your support team know when tickets are created or change. New rules start in preview so you can review matches before sending messages outside BlitzDesk.

Create a preview rule

1. Open Integrations in the staff workspace.
2. Give the rule a short descriptive name. Do not enter passwords, webhook URLs or email addresses in this field.
3. Choose Ticket created, Status changed or Priority changed.
4. Choose Microsoft Teams, Slack or Email as the planned channel.
5. Select Create preview rule.

Rules match future activity, not historical tickets. A preview does not send messages. Unchanged status or priority values do not trigger a new match.

Connect Microsoft Teams

Ask your Teams administrator to create a Workflow using When a Teams webhook request is received, with an action that posts an Adaptive Card to the intended channel. Assign suitable workflow owners so the workflow remains manageable if a staff member leaves.

Use the generated Workflow URL, not a legacy Office 365 connector URL. Follow Microsoft’s webhook and Workflows guidance.

In BlitzDesk, enter a descriptive Destination name, choose Microsoft Teams Workflows, paste the URL into Private webhook URL, then select Save encrypted destination. Treat this URL as a password. It is encrypted on the server and is not displayed in the destination list or activity journal.

Connect Slack

Ask your Slack administrator to create an incoming webhook for the intended workspace and channel. Follow Slack’s incoming webhook guide.

In BlitzDesk, enter a destination name, choose Slack, paste its URL into Private webhook URL, then select Save encrypted destination. Saving the destination does not enable a rule or send a test message.

Enable delivery

Under Rules, select a saved destination with the same channel as the rule. Review who can read that destination, tick the approval box, then select Enable delivery. This applies to future matches only.

Messages contain a generic prompt to open BlitzDesk. They do not contain ticket subjects, descriptions, customer identities, email addresses or ticket identifiers. Users must open BlitzDesk and use their existing permissions to inspect requests.

For email, choose Email · Resend in the destination form. Connect your own Resend account, verify its sender domain, then enter the verified sender email, one approved recipient email and a sending API key. These settings are encrypted together. Saving does not send email or enable delivery. Provider charges can apply after activation. See Resend’s email sending setup.

Process and review notifications

Select Process next ready delivery to process one eligible queued notification. This control requires an administrator. It does not enable automatic background dispatch.

To process notifications automatically, review the approval checkbox under Automatic delivery, then select Enable automatic delivery. This opt-in is separate from enabling an individual rule. Each tick handles at most two organisations, and each organisation is reserved at most once per minute. Disable automatic delivery stops new background claims; manual processing remains available. In-flight messages cannot be recalled.

The delivery history shows the latest 100 entries and their attempts:

- Queued: waiting to be processed. - Sending: a worker has claimed this notification. - Delivered: the provider returned a successful receipt; this does not prove a person read the message. - Retry: the provider explicitly rate-limited the request. Wait until its retry time, then process again. Retries stop after five attempts. - Failed: the destination rejected the request or the retry limit was reached. - Indeterminate: the outcome cannot be confirmed. Check the external channel before creating another notification; BlitzDesk does not blindly resend it. - Cancelled: delivery was disabled or its configuration changed before processing.

Slack rate-limit handling follows its Retry-After guidance.

Review an uncertain outcome

For an Indeterminate delivery, check the external channel first. Enter a review note of at least ten characters, then choose Confirm delivered if the message exists, or Close without retry to close the attempt. Both decisions are recorded with the administrator’s identity. Neither button resends the message.

Pause and stop

Pause stops matching new events. Disable delivery returns a rule to preview and cancels its waiting deliveries. Select Disable destination to stop all rules using a destination and cancel waiting deliveries. None of these controls recalls a message already sent or a request already in flight.

If another administrator changes a rule, refresh before trying again. A destination change invalidates waiting deliveries for its older revision and requires deliberate activation again.

Access and setup

Only organisation administrators can manage rules, destinations or delivery history. If the delivery service is unavailable, contact your BlitzDesk platform operator. Your organisation does not need its own Supabase account to use these controls.

ServiceNow

Select Open ServiceNow connection from Integrations to manage Blitz Connect. Its configuration and sync history remain separate from notification automations.