Customer notification preferences

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Customers can set preferences for email notifications.

    Email notification preferences are set to control email notifications that are sent to the customer when an agent performs one of the following case activities:
    • Opens a case for a customer
    • Comments on a customer's case
    • Provides a resolution for a customer's case
    • Closes a customer's case

    Set email notification preferences

    Customize email notifications to stay informed about specific actions taken by customer service agents on cases, based on your preferences.

    Before you begin

    Make sure that you have received an email for the case to set the email notification preferences.

    Role required: sn_customerservice.customer, sn_customerservice.customer_admin, sn_customerservice.partner, or sn_customerservice.partner_admin

    Procedure

    1. Navigate to the business portal.
    2. Select your user name or photo in the portal header and select Profile to display your user profile information.
    3. Select the Notification Preferences link under Actions to display the Notification Preferences pop up.
      Note:
      The Notification Preferences link is available only after receiving the first email for the case.
    4. Enable or disable the following email notifications for your primary email address.
      The notifications are available based on the actions performed by customer service agents on the case.
      • Case closed for customer
      • Case commented for customer
      • Case escalated for customer
      • Case assigned to a new group
      • Case opened for customer
      • Case resolved for customer