> ## Documentation Index
> Fetch the complete documentation index at: https://help.avoca.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Notifications and Support

> Choose the correct notification system and create or track Avoca support tickets.

Avoca has several notification systems with different audiences. Use the page that matches who should receive the message.

| System                     | Navigation                                  | Recipient and purpose                                                                                                             |
| -------------------------- | ------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------- |
| **Email Notifications**    | **Settings → Notifications**                | Internal operational emails generated from calls, texts, callback requests, action items, and supported scheduler events.         |
| **Team Alerts**            | **Settings → Business Info → Team Alerts**  | Internal alerts with selected recipients and optional workflow, lead-source, service-area, or Microsoft Teams routing.            |
| **Customer Notifications** | **Outbound → Customer Notifications**       | Customer-facing SMS for eligible ServiceTitan events such as scheduled, cancelled, or rescheduled jobs and appointment reminders. |
| Channel **Notifications**  | For example, **Google LSA → Notifications** | Legacy, read-only channel settings. Configure current escalation recipients in **Team Alerts**.                                   |

## Email Notifications

The page title is **Email Notifications**, even though the sidebar item is **Notifications**. Editing it requires the appropriate settings access.

* Use **Call** to choose which call-reason groups send emails and whether action items generate follow-up emails.
* Configure callback and supported Simple Scheduler dropoff emails separately.
* Use **Text** for the available text booking-email preference.

These are team-wide event preferences. Delivery to a particular employee can also depend on that person's settings under **Business Info → Members → Employee Contacts**.

## Outbound Customer Notifications

Customer Notifications requires the relevant Outbound setup and ServiceTitan data. Available cards can include **Job Scheduled**, **Job Cancelled**, **Job Rescheduled**, and **Appointment Reminder**.

Before activating a card:

1. Resolve any listed ServiceTitan sync requirement.
2. Confirm the outbound or universal sending number shown by the page.
3. Scope the correct business units and job types.
4. Review the SMS template and timing.
5. Save, test, and then enable the notification.

<Warning>
  Customer Notifications sends messages to customers. It is not an internal alert system. Check for overlapping Dispatching ETA messages before enabling a similar customer event.
</Warning>

## Create and track a support ticket

Open **Settings → Support**. Support appears when it is enabled and your role has access to it.

Choose **New Ticket** to report an issue. Include the affected product, what you expected, what happened, the approximate timestamp and timezone, and a non-secret identifier such as a call, conversation, or job ID. Never include passwords or API secrets.

The Tickets page also includes tickets created from calls or messages. Use the date range and filters to find a ticket, then open it to review status, priority, lifecycle, linked context, and updates. The summary cards show total, active, resolved, and median resolution time for the current filters.

If an existing ticket covers the same incident, update that ticket instead of creating a duplicate.