Using the notifications list to manage conversations

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6 Comments

  • Lisa Kelly
    Zendesk Documentation Team

    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. 

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  • Chris Fassano

    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.

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  • Chris Fassano

    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?


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  • Prakruti Hindia
    Zendesk Product Manager

    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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  • Yaniv Dayan

    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.

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  • Nicole S.
    Zendesk Community Team

    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?

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