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Changing your chat sounds and notification settings



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Aimee Spanier

Zendesk Documentation Team

Edited Jun 21, 2024


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27 comments

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.

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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!

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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!

 

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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?

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Cheeny Aban

Zendesk Customer Care

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

 

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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. 

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Neil

Zendesk Customer Care

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

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Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

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!

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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.

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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

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Josh

Zendesk Customer Care

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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I would just like to repost another post from 8 months ago

"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."
When you have 40 chats in the queue and you hear your notification for each chat coming into the queue, even when you're not up for a chat yet, it's enough to make someone go insane. 

Thank you!!

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Is there are way to customize the sounds for the 'operating hours start/end' like you can do on an android device. That default alarm sound in browser is way too loud and disruptive. The android app lets me change this to something else but the browser doesn't - why not?

We use Firefox browser to access Zendesk workspace on Windows machines.

Thanks

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Josh

Zendesk Customer Care

Hi Katrina!
 
Thank you for messaging us. Currently, the only sound notifications you can change are for:
 
  • Chat requests
  • Incoming messages
 
As for operating hours - there are no settings to change the sound notification for this. In the future this might be available. 

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Hi Josh,

That is a shame, it's really nice to have the feature available on the android app however the browser is where we predominantly use the service so it would make sense for the full options to be available there.

The default audio for the beginning of shift time is not the nicest and scared me half to death when it happens, along with my colleagues in the same room.

 

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Josh

Zendesk Customer Care

Hi Katrina!
 
I definitely agree with the fact that it scares people about the operating hours notification sound. I would like to suggest if you can post this to our feedback page for our product managers to see it. 

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Hi. I am having trouble getting any notifications for incoming visitors. I am using Chrome and have all of the setting as per your instructions above set correctly. Please advise. Many thanks Amy. 

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DJ Buenavista Jr.

Zendesk Customer Care

Hi Amy,
 
Thank you for reaching out to Zendesk Support.
 
In regards to your concern, the following issue here is with the browser's security settings. Site notifications may have been disabled that's why notifications are not showing up.
 

 
Kindly check Chrome's site settings, and make sure that notifications are allowed on the Zendesk's website/page.
 
Thank you and have a wonderful day ahead!
 
 
 
Kind regards,

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For new chat notifications, I see you can set the repeat for up to 10 times. I have it set for 10 repeats. Currently, it repeats the notification sound 10 times over in quick succession. Is there a way to space these out over time? Or maybe set the repeat to recur for a full 2 minutes? 

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Dane

Zendesk Engineering

Mike Funck,

As it turns out, chat notification has a fixed interval. You only have the capability to adjust how many times it will be used from 1 to 10.

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We have a fairly large department with multiple groups. We have a couple of issues. 

  1. We are using Ticket Triggers to route chats to groups based on the choices users make when entering the chatbot. This causes all agents in all groups to get a notification that a new chat is in the queue. Then the triggers kick in and route the ticket to the proper group. Therefore if an agent clicks the "In Queue" or "Accept"  button they get an error message stating that his group does not have permission to view the ticket. Would be nice if the Ticket Triggers could run first before notifying agents and only notify the staff in the group the ticket has been routed to. 
  2. While #1 would be great for new chats that come in. The other major issue is when a chat comes into a group and an agent in that group determines the request is best to be handled by another group. The staff then re-assigns the ticket to another group. That other group does not get a notification as notifications are only for new chats, status changes, and new user comment(s). Would be great to have a new notification setting for "chat assigned to you and or your group". 
  3. Would be great to have a notification for chat wait time SLA breaks. This would be great for new and ongoing chats. 

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Jason Walker-C

 

It is a known limitation with agent workspace at the moment as stated in this article.

When you reassign a message to a different group in the agent workspace, the new group is not notified of the reassignment, but it does appear in the Unassigned tickets view. To help monitor transferred chats and messages, admins can create group-specific unassigned views, as they do for email.

I've taken a look and found that other users are discussing similar needs here: Re-assigning a Chat should Alert the new Assignee with a Sound - Zendesk Agent Workspace. You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

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Hello Dainne Kiara Lucena-Laxamana

Thanks for the response. I will upvote the other. 

We do have separate views for groups. This could help work around the issue. However, there is a view refresh issue. Agents have to continually refresh the view and/or browser tab to get updated views. This is not ideal as chats should be real-time. 

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Is there a way to filter notification per widget For Multi-brand setup? We are planning to using 2 chat widgets, one for each website/brand. I've experienced having notification collisions with 2 brands in the past.

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We use agent workspace and with chat sounds there is a major experience issue for agents when it comes to the assigned conversation vs the conversation that hit the overflow queue.

There are only 2 sound settings: Incoming message and Conversation request.

The conversation request covers both when a conversation is assigned to a rep and if a chat hits the overflow queue. This is confusing for reps because if they are not looking directly at the button to take conversations, they are unable to distinguish if the incoming conversation is being assigned directly to them or if it is hitting the overflow queue.

Our other routing settings include:

Max chats: 2

Hybrid assignment enabled

Is there a way to enable 2 separate sounds for these 2 different situations?

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Elaine

Zendesk Customer Care

Hi Lee,
 
Zendesk Chat doesn't offer a built-in option for distinct sounds when a conversation is assigned directly to a rep versus sent to the overflow queue. The available sound settings cover broader categories like incoming messages and conversation requests. For the latest information or possible workarounds, it's recommended to check Zendesk's updates or contact Zendesk Support team. For us provide the most accurate guidance based on current features and functionalities.

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I am not seeing the offline message checkbox in the chat settings>personal section. Was it moved/removed?

 

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