This article describes how to use your notifications list to manage your social messaging and Zendesk messaging conversations in the Zendesk Agent Workspace. To use this feature, an administrator must have the Zendesk Agent Workspace and social messaging channels or Zendesk 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 Zendesk messaging, WhatsApp, Facebook Messenger, or 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.
6 Comments
Is this feature soon to be released? I have agent workspace enabled but this notification icon isn't visible.
When it does become available, would we have the option to turn it off/hide it?
Hi Chris -
This feature began rolling out today, and will continue doing so over the next two weeks. If you don't see it yet, you should soon. :)
It is not something that can be turned off or hidden. If that's something you would want it to be able to do, can you tell us more about why?
Nicole S. Young - So would this be in addition to the social messaging notifier shown here? Or replacing it?
https://support.zendesk.com/hc/en-us/articles/360044001414-Introducing-the-Social-Messaging-add-on
Seems like the same thing to me.
HI Chris,
This is a replacement for the social messaging notifier. The notifier appears if you're using the social messaging add-on in a classic Support agent interface. The notification list appears if you're using social messaging in the Zendesk Agent Workspace.
Hi Lisa,
With this update, would I be able to see all Unread tickets in the View tabs (as bold, or other indication), or do I have to click on the icon bell every 5 min.?
Will I be able to mark a ticket that I already read as 'Unread' again?
Cheers,
Y.
Hi Yaniv,
The Notifications List displays all social messaging tickets with new, unread, end-user (customer) replies. It only contains notifications for social messaging tickets assigned to the agent. It is meant to help the agent quickly navigate to the tickets waiting for response, without having to leave their workspace. Agents will not be able to mark as ticket as Unread after reading it.
These tickets will also be part of the Your Assigned Tickets view. However, View does not display unread status.
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