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This article describes how to use your notifications list to manage your social and web messaging conversations in the Zendesk Agent Workspace. To use this feature, an administrator must have the Zendesk Agent Workspace and social messaging channels or web messaging channels enabled on your account.
This article includes the following sections:
About the notifications list
As a busy agent using the Zendesk Agent Workspace, you may have to manage multiple conversations at the same time. Because customers expect faster responses on messaging channels vs. email, the agent workspace includes a notification list to keep you on-track with your customers. Used in conjunction with ticket tabs, the notifications list is a valuable tool to help you manage your messaging conversations and quickly reply to requests.
The notifications list is updated whenever a new customer message comes in to one of your messaging tickets, but you don't have the ticket open in the workspace. This list shows notifications from messaging channels like web messaging, WhatsApp, Facebook Messenger, or X (formerly Twitter) DM. It does not show messages from public Facebook comments or posts.
Opening the notifications list
When one of your assigned messaging tickets receives a new message from an end user, you'll see a notification at the top of the workspace and the notifications icon is updated to show your count of unread messaging tickets. For example, if you have 10 unread messages spread across three tickets, the count shows as 3.
To open the notifications list
- Click the notifications icon (
).A list of notifications appears.
You can quickly see which messages are unread. Notifications in the list include an icon to show the messaging channel, the name (or ID) of the user sending the message, the time the message was sent, and the first line of the message.
This list also shows you ticket assignments. For example:
- Click a notification to open the ticket, view message details, and reply.
Once you click a notification and open the ticket, it's removed from the list.
- To close the list, click the notifications icon () again.
18 comments
Adam Vorisek
I am having an issue with notifications that Support confirmed is expected functionality, but I do not think it should be expected.
When a ticket starts via messaging, we receive the messaging notifications, which is all well and good. However, after a chat is closed and continued via email, we are still getting messaging notifications for every email. We do not want to get notifications for emails in this area and only want notifications for actual messages. Any way to fix this behavior so that the messaging notifications only shows notifications for messages, and not EVERYTHING on tickets started via messaging?
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Viktor Osetrov
The option is configuring webhooks to send event notifications (alerts).
Please specify events there you're interested in.
Thanks
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test test
Hi
After creating Conversations through the Sunshine Conversations API (https://docs.smooch.io/rest/#operation/createConversation)
When sending a message through the Post Message (https://docs.smooch.io/rest/#operation/postMessage) api, can't I receive an alarm from the notification list?
How can I get an alert?
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Lisa Kelly
Hi Elise,
The notifications list is only for messaging conversations, as stated in the article:
"the notifications list is a valuable tool to help you manage your messaging conversations"
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Elise
Hi there, the guide above shows that the notification tab should show when tickets are assigned to you etc but in the comments it seems that this is only for messaging and not tickets. Can you please confirm as it seems conflicting info thanks!
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Audrey Ann Cipriano
Hi Fiona you're definitely correct, this will not replace your existing Views and this is just an additional way of notifying your agents when your customers reply via messaging :) Thanks!
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Fiona
Am I reading this correctly that when switching to messaging, this does not replace the New and Open tickets view. We have a view configured which displays all new and open tickets (assigned or unassigned) and the team works through that view in order of requester update time. It sounds like the notifications is just for updates to tickets assigned to you but it doesn't replace the view we actually use for this? Thanks
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Arianne Batiles
Hi Lila Kingsley,
This feature is present as long as you have enabled agent workspace. It is displayed as an option in case you are supporting social messaging channels.
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Lila Kingsley
Arianne Batiles, is there a way to disable/hide it? It's an odd user experience to show it to agents when the account doesn't have the underlying required functionality enabled. I poked around and didn't see anything obvious.
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Arianne Batiles
Hi Lila Kingsley,
The notifications list only shows conversations from messaging channels like web messaging, WhatsApp, Facebook Messenger, or Twitter DM. You're correct that either social messaging channels or web messaging channels should be enabled on your account to use this feature.
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