Support Ticket Notification Preferences

Summary

Allow users to choose how they receive support ticket communications and notifications, including the ability to receive support messages exclusively through their preferred platform.

Problem

Currently, when a Heidi support team member responds to a support ticket, notifications are delivered across every device and platform where the user is logged into Heidi. This can result in multiple duplicate notifications for a single support message.

Reading or responding to a support message on one platform does not always clear the notification state on other devices, requiring users to manually dismiss the same notification multiple times.

Impact

For clinicians actively seeing patients, these duplicate notifications can:

• Interrupt patient care workflows

• Create unnecessary distraction and cognitive load

• Require repeated manual dismissal across multiple devices

• Contribute to notification fatigue

Requested Enhancement

Allow users to select their preferred method for receiving support communications, such as:

• Email only

• Desktop app only

• Mobile app only

• Browser only

• Any other single platform of their choice

Additionally, support message notifications should automatically sync across devices so that once a message has been read on one platform, it is marked as read everywhere.

Expected Benefit

Providing notification preferences for support communications would reduce workflow interruptions, improve focus during patient care, and give users greater control over how they interact with the Heidi support team.

[Request submitted 06/01/2026]