Hey ​@Alan Ibarra  Jacques here from Support Engineering.

Intercom does send notifications for ticket creation, responses, and status updates. When a ticket is created, customers get notified immediately in the messenger and over email. Similarly, customers receive notifications in the messenger and via email every time a ticket status changes or when a teammate responds to a ticket. However, note that ticket status email notifications will only be sent for tickets that have been shared with the user; for example, Back-office tickets will not send email notifications for status updates unless they are shared with the customer.

To send push notifications from ticket events, you would need to setup push notifications for your app. You would do this by configuring them is your app’s code for iOS and Android respectively.

Hope this helps!

Does this mean that if I want to send a push notification, for example, when a ticket is closed, I would simply create an outbound push notification to inform the user that the ticket is closed?

I’m also wondering if this is a manual process or if it can be automated.

Thanks!