The Agent Notification app enables specific Zendesk users to broadcast messages to some or all of your Zendesk agents. An administrator can specify what groups can broadcast messages from within the app.
Quickly let your team know about an outage or invite them out to lunch. Use the Agent Notification app to keep the company apprised of critical information in real-time.
This article includes the following topics:
Installing the app
- Visit the Zendesk Marketplace at Admin Center > Apps and integrations > Zendesk Support apps > Marketplace and search for Notification App.
- Click Install.
- In the Installation section, you can enter a name for the Agent Notifications app, and enable group and role restrictions if needed.
- Click Install.
Using the App
To send a notification message
- Open the Agent Notification app by clicking on the bell icon
in the top bar.
- Click New message.
- Write the message you want to broadcast.
- Select the group you want to message (leaving this value blank will send a message to all logged-in agents).
- Click Broadcast.
The app pops open and displays messages to all signed-in agents in real-time. Message history is stored in the app until they log out of Zendesk or the browser session is refreshed.
Zendesk administrators can select the groups permitted to broadcast messages by clicking the cogwheel icon and selecting the permitted groups.
Messages in the Agent Notification app support a subset of Markdown. URLs are also automatically detected and turned into links or images (but you can still use Markdown if you’d like). Markdown is supported for the following:
- links
- images
- bold
- italic
- level 3 headings
Release Notes
Version 2.3.0 - 2022-05-09
- Remove "pin notification" feature
Version 2.2.0 - 2021-07-30
- Convert paid features into the Free plan
Version 2.1.0 - 2021-01-11
- Added "Pinning" feature via the Basic Plan
11 comments
Dainne Kiara Lucena-Laxamana
Hi 6829488039322
I went ahead & created a ticket on your behalf to look into that issue further. Please keep an eye out for our email
0
דורין אברבך
Hi,
In the last few days we noticed that when we publish a new message sometimes it doesn't get to our agents. What could be the reason? I saw you didn't make any changes since May 2024 so I can't understand the reason for this behavior.
0
Ivan Miquiabas
Thanks for reaching out to our Community Forum!
There isn't a native way to do it per specific agent, but as a workaround you can just create multiple groups and assign 1 agent each, they mmaybe considered a group but technically they willl be notified as a single agent.
Hope that helps!
0
Mohamed Hanafy
Is there a way to notify one agent? the use case i'm trying to apply is to automate some notifications to certain agents instead of group.
0
Jupete Manitas
We have reported with our documentation to remove/update the article as needed. Thank you for raising this out!
0
Rudolph
1263082320149 - If the pin feature is not going to be re-added, can y'all update the article and remove the section on that feature?
Ideally, it would be re-added to the app!
0
Sabra
Hey Ash! The pin feature was removed due to a bug with the feature. While the app doesn't currently have the ability to change color or for only certain roles to push a message, that would be excellent feedback to post here: Feedback - Platform: Apps & Integrations.
As for the scrolling ability, I was able to reproduce the behavior you are seeing internally and I've reported this to our developers for further investigation.
1
Ashley M
Is there a reason the pin feature was removed?
Is the app button not able to change colour when there is a new unread message? Agents can easily miss notifications I think this would be a great feature.
Also the ability for only certain roles to push a new message.
There is also a bug where if the message is long you are not able to scroll down and see the full message. Tested in Chrome and Firefox.
1
Katarina Swank
Thank you so much! This definitely helps!
0
Dave Dyson
If you leave the Group blank, the message will be sent to all logged-in agents. Hope that helps!
0
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