--- title: Case notifications url: https://www.tines.com/docs/cases/case-notifications/ updated: 2026-02-11T14:59:07+00:00 --- *[tines.com](https://www.tines.com/llms.txt) › [Docs](https://www.tines.com/llms.txt) › [Cases](https://www.tines.com/llm/docs/cases.md)* # Case notifications *[View on tines.com](https://www.tines.com/docs/cases/case-notifications/)* ## How to use case notifications A **case notification** is generated whenever a case is created or updated. These notifications can be used to trigger a story, where the notification event includes the change details. > **TIP:** > For example: > > - Send a message [via Slack or Teams](https://www.tines.com/library/stories/1197267/?name=send-tines-case-notifications-to-subscribers-in-slack-or-teams) whenever a case is updated > - Keep [Zendesk and Tines tickets synchronized](https://www.tines.com/library/stories/1186198/?name=track-issues-across-tines-and-zendesk&redirected-from=%2Flibrary%2F%3Fview%3Dall&s=notification+case) as changes are made ## Configuring a case notification Case notifications work in tandem with a [webhook action](https://www.tines.com/docs/webhook/) from your story board. To establish a subscription, you must create a webhook action in a story, and then paste the URL to that webhook in your team's case settings. ### Creating a webhook subscription 1. Create a webhook action in the target story 2. Copy the webhooks URL (e.g. `http://.tines.com/webhooks//`) 3. Navigate to the desired Team 4. Navigate to `Cases` > `Case settings` > `Notifications` and click the `Add` button 5. Paste the webhook URL into the input and save Newly created webhooks recieve all case notifications, however, you can configure which notifications the webhook receives from the dropdown. [Video](https://stream.mux.com/KzjjVF3T1xNZsOLAmlLaBKC01EM8AvaqF/high.mp4) ### Viewing the webhook subscription Select the `Go to webhook` option from the more options dropdown to take you to the story that contains the webhook action. ![](https://www.datocms-assets.com/55802/1765971953-screenshot-2025-12-17-at-11-45-45.png) ## Receiving case notifications Now that your webhook subscription is configured, configured case updates will be sent to that webhook. If subsequent actions are linked to the webhook, they will be run every time a case change occurs. > **NOTE:** You can configure up to 5 webhook notifications per team. ### Notification triggers Nearly all changes to a case will result in a case notification. When viewing the event details from a case notification, the `activity` object will indicate what has changed. ![](https://www.datocms-assets.com/55802/1755035279-docs-casenotification-eventtype.png) ### Supported activity types A webhook event will occur for [any audit log events](https://www.tines.com/api/audit-logs/) related to cases, including case creation, comments, file attachments, tag updates, and case updates. Specifically, the following activity will generate an event: > **INFO:** > In addition to what's listed in the "*Activity details"* column below, each event will always include: > > - Datetime of the change > - Object describing the user who caused the change | **Category** | **Activity type** | **Description** | **Activity details** | | --- | --- | --- | --- | | **Assignee** | assigned | A user was assigned to the case | Assigneed user's ID | | | unassigned | A user was unassigned from the case | Unassigned user's ID | | **Attachments** | file\_attached | A file was uploaded to a file block or in an empty comment | Filename & File URL | | | file\_attached\_and\_commented | A file was uploaded in a comment with text | Comment text, Filename, & File URL | | | file\_deleted | A file was deleted from a comment or file block | *No additional details* | | | file\_pasted | An image was pasted inline to the case description | *No additional details* | | | file\_pasted | An image was pasted inline to a note block | Block title & Block ID | | **Case details** | team\_updated | The case was moved between groups within a team | Team name | | | field\_updated | A case field was updated | Field name: Field value | | | title\_updated | The title of the case was updated | Case title | | **Case links** | linked\_case\_added | The case was linked to another case | *Two events are generated, one for each case involved:* Linked case ID | | | linked\_case\_removed | The case was unlinked from another case | *Two events are generated, one for each case involved:* Unlinked case ID | | **Comments** | commented | A comment was added to the case | Comment text | | | deleted\_comment | A comment was deleted from the case | Comment text | | **Content** | description\_updated | The case's "description" input was updated | Description text | | | note\_added | A note, table, or code snippet case block was added | Note title & Note block ID | | | note\_deleted | A note, table, or code snippet case block was deleted | Note title & Note block ID | | | note\_updated | A note, table, or code snippet case block was updated | Note title & Note block ID | | **Metadata** | metadata\_updated | The metadata object was updated | Metadata object | | **New case** | created | A new case was created | Case ID | | **Records** | record\_result\_set\_added | A record was associated with the case | Record ID & CSV of the record's values | | | record\_result\_set\_removed | A record weas removed from the case | Record ID & CSV of record's values | | **Severity / SLA** | severity\_updated | The priority (info, low, medium, high, critical) was changed | Updated severity ("priority") value | | | sla\_warning | The SLA was is 80% of allotted time | SLA type: response, resolution ("completed") | | | sla\_exceeded | The SLA was exceeded | SLA type: response, resolution ("completed") | | **Status** | status\_updated | The status group was updated | Status: open, closed | | | sub\_status\_updated | The sub-status was updated | *This may result in a "status\_updated" event also being generated:* Sub-status | | **Tags** | tags\_added | A tag was added to the case | Tag name | | | tags\_removed | A tag was removed fromt the case | Tag name | | **Tasks** | checklist\_item\_completed | A checklist item in the case description was checked | Checked item name | | | checklist\_item\_incomplete | A checklist item in the case description was unchecked | Checked item name | ## Routing case notifications to specific stories In some cases, you'd like to route specific notifications to relevant stories. Use the trigger action to evaluate the `activity_type` and/or `value` of the case notification and route the event to a [send-to-story ](https://www.tines.com/docs/send-to-story/)(or other pathway) accordingly. ![](https://www.datocms-assets.com/55802/1755040879-case-notification-distributor-storyboardview.png) ## Updating the version of your webhook When Tines updated our [cases API to v2.0](https://www.tines.com/whats-new/cases-api-v2/), the resulting case notification payload also changed. If your webhook action was created prior to **April 30th, 2024** then be sure to make the appropriate payload key changes to any stories consuming events from the case notifications webhook: - The `team_case` key is now `case`  - Within this `case`  object the `linked_team_cases` key is now `linked_cases` - The `team_case_action ` key (an item of timeline activity on the case) is now `activity`  - Within this `activity` object the `action` key is now `activity_type` Once these changes have been made the case webhook notification version can be updated by selecting the checkbox to update the webhook version and saving the changes within the team notification settings. ![](https://www.datocms-assets.com/55802/1765971897-screenshot-2025-12-17-at-11-44-46.png)