Using the Zendesk Agent Notification App Follow

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19 comments

  • Avatar
    Alex Gerulaitis

    A couple of questions...

    1. The app page (https://www.zendesk.com/apps/notification-app/) says it's Version 1.0. Our installation shows Version 0.2.3. Different apps?

    2. In "Change Settings", there's "Enable role restrictions?" option, that also says "Select which roles should have access to this App". This can't mean sending because only admins can send broadcasts, right? So this means receiving? So these should really read,

    "Receiving restrictions"
    "Select which roles can receive broadcasts"

    ... and perhaps say somewhere right there, "only admins can send broadcasts", to avoid unnecessary FUD and googling?

  • Avatar
    Justin Smith

    Hey Alex,

    Thanks for bringing your concerns to our attention!

    1. I believe that this is an issue with the apps page and not with your account as my own testing has produced the same version that you're seeing. I'll be checking in with our documentation team to see if we can get that amended on our online apps page.

    2. I did some testing and it looks like you're correct that only Admins can send out notifications, however the Role Restrictions limit both who can send and who can receive these notifications. If you, for example, select only agents and no admins to be able to use that app, they all can receive, but not send notifications. In this case I think the wording is correct, however the viability of using role restrictions for this app in general may be the functionality to question.

    I hope that helps!

  • Avatar
    Alex Gerulaitis

    Thank you Justin.

  • Avatar
    Kelvin

    Not sure if this is a known scenario.

    I have noticed if I refresh (either F5 or Ctrl+F5) ZD, the notification message disappears. Is this treated as logging out and logging back in?

  • Avatar
    Andrei

    Hi Kelvin,

    Refreshing or signing out and back in should have the same behaviour since both would reload the app. Refreshing the page also reload the apps. Since the information input into the app is temporary it will be lost on reload.

  • Avatar
    Andrew J (Edited )

    Just some feedback - our agents can find this pops up at an inconvenient moment. The suggestion has been made that instead of opening immediately that a red circle type indicator pops up to show there is an unread message (1, 2, 3 etc)
    This would mean there is a good visual stimulus to look, but doesn't intrude in an activity.

    Your thoughts?

  • Avatar
    Maxime

    Hi Andrew

    We don't plan on adding that feature to the App but you're welcome to give it a try and submit a PR on it, I think it could be interesting though a fair few of our customers probably would want to keep it the way it is so I'd make that a setting.

    https://github.com/zendesk/notification_app

    Thanks

    Maxime

  • Avatar
    Andrew J

    Thanks Maxime - you definitely over estimate my ability :)

  • Avatar
    Zoe Rowley

    Is there a way that the full notification history could be viewed by an Agent ... rather than it disappearing when they logout? 

    This would be very handy.

     

    Cheers,

    Z

  • Avatar
    Sandro Alvares

    How to make fire /api/v2/apps/notify.json ? with Zendesk Agent Notification App

  • Avatar
    Klara Audren

    Hello Sandro, Could you please clarify what you are trying to do with this API call?

  • Avatar
    Sandro Alvares

    @Klara Audren, look a example Zendesk Demo Source: https://github.com/zendesk/demo_apps/tree/master/top_bar_sample_app .. how to make send message with "Zendesk Agent Notification App"?

  • Avatar
    Monika Jurczyk

    Will all agents receive this message, or only once that are currently logged in?

    We have agents across different time zones, so they might not be logged in at the time I am sending out these messages.

     

    I would prefer a solution that sends out an e-mail to all my agents.  Does anyone know of an option like this?

     

     

  • Avatar
    Giovanni Laurelli

    Is there any chance you'll be working on a similar version which supports off-line agents + history?

    I'd like to inform all my agents of important changes, or updates and are currently using Slack (real-time) and email.  It would be useful for an agent to see the notification when logging into Zendesk, and to have a history of all announcements made by admin.

  • Avatar
    Jorge Marcos

    I would also love to see this application support off-line agent messaging, plus history so that broadcasts can be seen by my entire staff, regardless of when they report for their shift.

  • Avatar
    Andrew J

    The editor doesn't seem to respect any type of line break - making the markdown pretty limited.

    I'd be happy to lose images.

    Good if we can also include the following in preference order.

    • Line break
    • Bulleted list
    • Numbered list
  • Avatar
    Chris Nicholson-Doyle

    Can this be customised to be used by non-admins? ie Our team leads have a specific group.

  • Avatar
    Andrew J

    I think the only real option here would be to use a custom role - these are only available as an add-on or on enterprise.

    Other option would be to make the team lead an admin.

  • Avatar
    Candace Alexandres (Edited )

    I would also like to see a Notifications history, ideally for all agents but especially for Admins. After I've submitted the notification, there's nowhere for me to look at it.

    I'd also like the ability to edit a notification that has already been pushed out in case I spot a typo after sending. 

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