Notifications

NestFleet sends notifications through email, Telegram, and Slack (coming soon) to keep your team informed about critical events without requiring constant monitoring of the console. Each channel is configured at the system level; individual users can then adjust their personal preferences.

Email notifications

Email is the primary notification channel. NestFleet sends transactional emails for the following events:

Event	Recipients
Case assigned to you	The assignee
Case escalated to you	The target Support Lead or Change Lead
Auto-reply sent (auto-send mode)	The case assignee and all Support Leads for the product
Auto-reply pending your approval	All Support Leads for the product
Change request created (awaiting approval)	All Change Leads for the product
Change request approved	The CR creator and the case assignee
Change request rejected	The CR creator and the case assignee
Team invitation	The invited user
Password reset	The requesting user

Email notifications require a configured email backend. Set one of the following in your .env:SMTP_HOST,POSTMARK_API_KEY, orRESEND_API_KEY. See the Environment Variables reference. Without an email backend, no notifications are sent and a warning is logged at startup.

Telegram notifications

Telegram is used for high-urgency team alerts, primarily P0 and P1 case notifications. These are sent to a configured team channel rather than individual users, making them suitable for on-call alerting.

Telegram alerts are sent for the following events:

A new P0 or P1 case arrives (immediately after triage, not after full processing)
A P0 or P1 case has been open in awaiting-lead for more than 15 minutes without acknowledgement
An outage-type case is detected regardless of severity

To enable Telegram alerts:

Create a Telegram bot via @BotFather and copy the bot token
Set TELEGRAM_BOT_TOKEN in your .env
Add the bot to your team Telegram group or channel
Configure the target chat ID in Settings → Channels → Telegram → Alert Channel

To find your Telegram chat ID, send a message to the group and call the Telegram Bot API: https://api.telegram.org/bot<TOKEN>/getUpdates. The chat ID appears in the response as message.chat.id. Group chat IDs are negative numbers (e.g. -1001234567890).

Slack notifications

Coming soon. Slack integration is planned for an upcoming release. The SLACK_WEBHOOK_URL and SLACK_BOT_TOKEN environment variables are already defined in the schema in preparation. Follow the release notes for updates.

When Slack integration is released, it will support:

Webhook-based channel alerts for P0/P1 cases (similar to Telegram alerts)
Per-product Slack channel configuration
Interactive message actions (acknowledge, assign) directly from Slack

Per-user notification preferences

Each user can customise which email notifications they receive from their profile settings. Navigate to the user avatar menu (top right of the console) → Notification preferences.

Available preferences:

Case assigned to me — on by default
Case escalated to me — on by default
Auto-reply pending my approval — on by default for Support Leads
Change request pending my approval — on by default for Change Leads
Change request decision (approved/rejected) — on by default
Daily digest — off by default; sends a summary of open cases at 08:00 local time

Preferences are stored per-user and do not affect other team members. Admins cannot override individual user preferences, but they can configure product-level defaults in Settings → Notifications → Default preferences.

Troubleshooting email delivery

If notifications are not arriving, check the following:

Confirm an email backend is configured (check for a startup warning in API logs)
Verify the SMTP_FROM address is authorised by your email provider (SPF/DKIM)
Check the API logs for email.send.error events
For Postmark: check the Postmark dashboard for bounce or spam block events
For Resend: check the Resend dashboard for delivery status and error codes