Bubbles are blue indicators in the Service Management menu that show each user where they have pending activity, based on their role. The counters sync in real time between web and mobile.
Two types of indicators
| Indicator | What it shows | When it disappears |
|---|---|---|
| Bubble with number | How many items (requests, approvals, or tasks) have pending activity. It goes up when something new comes in and goes down when it's resolved. | When the user manages or opens the item with new activity. |
| Dot (no number) | Shows which specific item has a new update (like a new comment or a task with activity). It doesn't add to the counter. | When the user opens that item. |
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The employee sees bubbles in Service Portal → Personal Space when any of their requests has new activity.
What counts as activity?
- A new comment from an agent
- A request is closed (terminal status)
- A CSAT survey waiting to be answered
How the counter works:
- Goes up +1 when a request gets new activity.
- If the same request gets more events, it doesn't add again — it still counts as 1.
- Goes down −1 when the employee opens the request and sees the update.
The dot appears on the specific request with activity and disappears when it's opened.
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The approver accesses the Approvals Portal from the Service Portal. The card shows the exact number of approvals waiting for a decision.
How the counter works:
- Goes up +1 when a new approval is assigned.
- Goes down −1 when the approver approves or rejects. Just opening the approval without deciding doesn't reduce the counter.
- A new comment doesn't add to the counter.
The dot appears when there's a new comment on a pending approval. It only disappears when the approver goes to the Comments tab inside that approval — just opening it isn't enough.
If the user has both agent and approver roles, approval bubbles appear in the Agent Panel, not in the Approvals Portal. Each type of pending item lives in the section where the user manages it.
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The agent sees bubbles in the Agent Panel. The counter shows how many assigned requests or requests in their queue have new activity waiting to be managed.
How the counter works:
- Goes up +1 when a new request comes in.
- If an existing request gets activity (comment, status change, or reassignment), the dot appears on that row, but it doesn't add another +1 to the counter.
- Goes down −1 when the agent opens the request and views the update.
The dot appears on the row of the specific request and disappears when it's opened.
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Tasks live inside the Agent Panel and work just like requests: the bubble counts how many tasks have new activity, and the dot shows which ones.
How the counter works:
- Goes up +1 when a new assigned task comes in.
- If an existing task gets activity (comment or status change), the dot appears on that row, but it doesn't add another +1.
- Goes down −1 when the agent opens the task and views the update.
The indicators are available on web and mobile, and always show the same number in real time, so agents and employees stay up to date on their pending activities.