Set up case assigned email notifications in the Mesh UI

Create and manage who receives email alerts from Mesh — individual users, entire roles, or a mix of both — directly in Mesh.

Overview

Mesh now includes a dedicated Email Notifications area inside Settings. Authorised users can view the email notification configurations that exist for their account, create new ones, and edit existing ones — all from the UI. This replaces the previous workflow, where email notifications had to be configured in the API.

What's new

• A new Email Notifications option in the Settings menu.

• A list view showing all email notification configurations created for the account you are signed in to.

• A Create flow that lets you choose a notification type and pick the recipients — individual users, roles, or a combination of both.

• Separate Users and Roles tabs in the recipient picker, so you can add named people, broad groups, or a mix.

• An Edit flow that lets you update an existing configuration's recipients or type.

• Permission-based access, so only the right users in your organisation can view, create, or edit notifications.

Who can use this feature

Access to the Email Notifications area is permission-controlled. Your administrator manages permissions through roles.

Permissions at a glance

Where to find it in Mesh

1. Sign in to Mesh.

2. Open the Settings menu.

3. Select Email Notifications.

You will see a list of all email notification configurations that have been set up for the account you are currently signed in to. From here you can create a new configuration or open an existing one to edit it.

Viewing existing email notifications

The list view shows every email notification configuration currently set up for your account. Use it to confirm which notifications are active and which users are subscribed to each one.

Creating a new email notification

Each configuration can target individual users, one or more roles, or any mix of the two. The picker has two tabs — Users and Roles — sitting side by side, so you can add a few named people and a whole role to the same configuration if that fits the workflow.

To set up a new email notification:

1. Click Create from the Email Notifications list.

2. Choose an email notification type. In the initial release the available type is Case Assigned — an email is sent when a case is assigned to a user.

3. Add the recipients who should receive this notification. Use the Users tab, the Roles tab, or both — selections from each tab are combined.

• Users tab — multi-select individual users from the list of users in the account. The number selected is shown next to the tab, for example Users (3).

• Roles tab — multi-select one or more roles. Every user assigned to a selected role will receive the email. The count is shown the same way, for example Roles (2).

• You can mix tabs freely. A configuration with Users (3) and Roles (1) will email those three named users plus every member of that role.

4. Save the configuration. Selected users — and every user who belongs to a selected role — will start receiving emails for the chosen notification type.

Editing an existing email notification

Open any configuration from the list to edit it. You can change the notification type and add or remove recipients in either the Users tab or the Roles tab. Saving the change updates who receives the email going forward.

Editing requires the notifications.email.create-and-update permission in addition to notifications.email.view.

Notification types available today

The initial release supports one email notification type:

• Case Assigned — sends an email to the assignee (and no one else), whenever a new case is assigned to that user.

Additional notification types will be added in future releases. Not every event in Mesh will become an email — for example, workflow-completion events are intentionally excluded to avoid filling inboxes with high-volume notifications.

Things to know

Multiple recipients

Each configuration can have multiple recipients. Use the Users tab to pick named individuals, the Roles tab to address a whole role at once, or combine the two for finer control.

Users vs. roles — which to pick

Use the Users tab when you want to email specific named people who will not change often. Use the Roles tab when you want everyone performing a particular function to be notified — for example, every member of an Analyst role — so that the list stays in sync as people join or leave the role. Mixing is fine: a configuration can include a few named users and one or more roles in the same go.