Editing your chat notification settings

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  • fernando.silveira

    There's a way to setup the chat sound appears just to the online agent, thats receives the chat request? Here's the chat employees are complaning about everyone hear the chat sound, even if they're not reciving the chat request!

  • Jessie Schutz
    Zendesk Team Member

    Hi Fernando! Welcome to the Community!

    I just want to make sure I understand what's happening here. Are your agents getting the chat notification sound on their own computers (through their headphone or speakers?), even though they're not getting the chat request? Or are they just hearing the sound coming from someone else's computer?

  • fernando.silveira

    Thats right. They're getting the chat notification sound on their own computers (through their headphone or speakers.

  • Doris Li

    Other CRM software has options allowing chat agents to upload their own sounds for notifications.  Would this be a feature that can be added in the future?

  • Nicole Saunders
    Zendesk Community Team

    Hi Doris -

    I don't believe this is currently on the product roadmap. However, you could post your idea to the Chat Product Feedback topic in the community for the product managers to consider.

  • MacLean Fitzgerald

    How do you change the sound that customers hear?  The 'ut-oh' default sound is not ideal.  I know it can be turned off, but something more subtle would be nice.

  • Erika Camille Sundian
    Zendesk Community Team

    Hello MacLean Fitzgerald,

    If you wish to change the sound notification in chat, you can find this setting under Chat > Settings > Personal > Sounds & Notifications, and it looks like this:

    You are right that the sound notification is not possible to turn off but you can set the Sound to None instead. 

    Let us know how you go with this and if you have other questions and we'll be glad to answer those to the best of our ability. :)

  • Fernanda Melo

    Hi Zendesk Team,

    Is there a way to turn off notifications for incoming chats that are in the queue due to not having agents available? 
    We'd like to keep notifications for chat requests when an agent has the bandwidth to serve a chat but turn off notifications for the ones that fall in the queue. Is that possible?
    Thanks in advance.

  • Nate Perdomo

    I'm having some difficulty updating preferences. When I go to the dashboard as indicated in the first step of this article, I see no options for settings, sounds, or notifications. I'd really appreciate some help updating my chat and email sounds and view! 

  • Josephine Anchuelo

    Hi Nate, sorry for the confusion but you need to be on your Zendesk chat dashboard to be able to see the sound and notification options. Click the Zendesk Products icon (icon with 4 tiny squares) in the top right bar, then select Chat, from there you will see the options indicated in the first step of this article and you can modify the sounds and desktop notification for your live chat requests. Hope that helps!


  • Justin Near

    I have both sound notifications set to none, and I still hear the alarm in Sell. How do I turn off the alarm, or minimally change that sound?

  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Justin,

    I'm sorry to hear that you are experiencing an issue regarding your Sell Notification. Can you please check Setting up notifications in Sell and verify if all notifications are disabled? if yes, may you please clear cache & cookies, and try to access your account using an incognito browser? if the issue persists, I highly suggest that you initiate a chat with us so we can provide real-time support and further check

    All the best


  • Ann Chung

    Is there a way as an Admin to turn off the default email notifications for all agents? I would like to have more control over who receives these. 

  • Neil Grandez
    Zendesk Customer Advocate


    The email notifications sent to agents are from the default triggers in the Support instance. These triggers can either be disabled or reconfigured to suit your workflow. Kindly check out our article on About the Support default triggers

  • Heather Rommel
    Community Moderator

    Hi Ann Chung,

    As Neil mentioned, you'll need to look at your triggers one by one. It's been a long time since I looked at a newly created account, but definitely look for triggers that are notifying the Assignee. You may want to modify or disable those. 

    Additionally, you might want to look at your Notify Requester trigger(s) if your Requesters are sometimes Agents as well.

    Let us know if you need further assistance!

  • Kaylin Bailey

    Where do I go to change notification settings for customers? I want there to be a sound for them when an agent joins the chat.

  • Andrew

    Is it possible to turn off only the browser notification for the "business hours have started do you want to go online" or whatever.  With agent workspace when you're purposely not on chat, like a supervisor, those messages pop up all day

  • Josh
    Zendesk Customer Advocate

    Hi Andrew,

    Thank you for messaging us.

    The pop up is associated to the browser settings you currently have. But under normal condition, this is an expected behavior.

    But to turn off this generally, you will need to switch off the Operating Hours of the account. But you need to check if this will impact your current Zendesk.


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