You can edit your different chat notification settings, including desktop notifications, notification sounds, and offline messages and Zendesk Chat update notifications. These changes will only affect your account, not your agents'. For information on changing your other profile settings, see Editing your personal settings in Zendesk Chat.
Changing desktop notification settings
You can enable or disable chat notifications from appearing on your desktop. Notifications will only appear when Chat is not visible and your browser settings allow the dashboard to show notifications. You can enable the notifications for:
- Incoming chat requests
- New messages
- Status changes
- Expiring sessions
To edit desktop notification settings
- From the dashboard select Settings > Personal > Sounds & Notifications tab.
- Click the checkbox next to each notification setting to enable or disable them.
- Click Save Changes at the bottom of the page when you are finished.
Changing notification sounds
The dashboard also alerts you of chat activity with sound notifications. You can modify or disable these in your personal settings. You can select a notification sound and set the volume for:
- Incoming chat request (you can also set the number of times this notification is repeated)
- Incoming messages
- From the dashboard, select Settings > Personal > Sounds & Notifications tab.
- In the Sounds section, use the dropdown menus to select the sound and set the volume for each type of event notification.
- Click Save Changes.
If you are using Safari web browser, your sound notifications might be automatically blocked. That these Safari settings can also block notification sounds for end users on the Chat widget.
To allow sound notifications in Safari
- On your Zendesk Chat dashboard, right click on the URL address bar.
- Click Settings for this Website...
- In the Auto-play settings drop-down list select Allow All Auto-Play.
Changing your email notification preferences
Zendesk Chat automatically routes all of your offline messages to your default login email when all your agents are offline. This allows your visitors to send you offline messages via the widget when no agents are available for chat. Here's how an offline message sent to your email might look:
By default, every agent on your account automatically receives all the messages, but you can opt out from the dashboard.
To stop receiving email notifications for offline messages
- From the dashboard, select Settings > Personal and click the Profile tab.
- In the Preferences section, deselect the Offline Message Notification option Receive email notification when visitors send an offline message.
- Click Save Changes.
You can also opt out of receiving periodic product update emails from Zendesk Chat. By default, this option is also enabled for all agents.
- From the dashboard, select Settings > Personal and click the Profile tab.
- In the Preferences section, deselect the Zendesk Chat Updates option Receive periodic email updates from Zendesk Chat.
- Click Save Changes.
18 Comments
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!
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?
Thats right. They're getting the chat notification sound on their own computers (through their headphone or speakers.
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?
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.
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.
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. :)
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.
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!
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!
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?
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
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.
Hi,
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
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!
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.
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
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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