Desktop and browser notifications for ticket updates
Yes, notifications vary according to the type of agent interface your account has activated:
- If your account has the Zendesk Agent Workspace and social messaging channels or web messaging channels turned on, agents can rely on the notifications list to see the count of unread tickets from messages. When the ticket tab is closed in the Agent Workspace, message notifications are available through the notification list. When the ticket tab is open but not in focus on the desktop, desktop browser notifications configured for Chat appear. Any non-assignee agent with Chat turned on who has an open ticket receives desktop browser notifications for replies from another agent or end user.
- If you use live chat, you can customize a broad range of notification types
- If you use voice, browser notifications occur by default for Chrome and Firefox if account settings allow notifications
- If an account uses the standard agent interface, the system doesn't support desktop or browser notifications by default when tickets are created or updated. Instead, triggers send notifications through email. The default Notify assignee of comment update trigger is an example of this workflow.
As an alternative, search for third-party apps in the Zendesk Marketplace for this functionality, such as Notify.
Disclaimer: Zendesk does not provide support for third-party apps. Reach out to the app developer's support email address under App details in the Marketplace or search for a solution online.