Manager notifications keep Case Managers informed about activity across the teams they manage, including new work, cases requiring manual triage, service-level risks, and other important case activity.
Administrators configure these notifications in Case Setup > Notifications > Manager.
For notifications sent to individual case assignees, see Agent notifications. For notifications sent to employees, see Employee notifications. For information about configuring all notification categories, see Configure Case setup.
Who receives manager notifications?
| Recipient | When |
| Case Manager | Receives notifications for the teams they manage. |
You don't receive notifications for actions you perform yourself.
Managers may also receive notifications from other categories, such as Agent notifications, depending on their role and involvement in a case.
Notification behavior
Most manager notifications are delivered as daily digests to help reduce email volume while keeping managers informed about team activity.
Notifications that require immediate attention, such as Case needs manual triage, are sent as soon as the event occurs.
Triage and assignment notifications
| Notification | Sent when | Delivery | Default |
| Case needs manual triage | AI triage completes, but the case still requires manual assignment. | Immediate | On |
| New case for your team | A case is assigned or moved to one of your teams. | Daily digest | On |
Daily digest notifications
| Notification | Sent when | Default |
| SLA watchlist | Cases on your team require attention because of SLA risk. | On |
| Important case update | Critical or High priority cases on your team have significant activity. | On |
| Recently resolved | Cases on your team are resolved. | Off |
Daily digests summarize relevant activity for the selected period, helping managers review team performance without receiving individual notifications for every event.
Related notification categories
Managers may also receive notifications from other notification categories.
| Category | Examples |
| Agent | SLA breached on an assigned case, assignment changes, employee replies, and feedback when you're the assigned agent. |
| Participation | Added to or removed from a case management team or added as a collaborator on a case. |