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Using the notifications list to manage conversations



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Lisa Kelly

Zendesk Documentation Team

Edited Jun 21, 2024


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18 comments

Would there be any reason for a delay in this Notification List updating?  We seem to be noticing a delay when the messaging with a client is current and frequent.  On some of the other "chatting" softwares we used in the past the conversation updates were almost real time like you expect with a text message on your phone.  What should we expect with the Web widget and Messenger? 

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Philipp

Zendesk Customer Care

Hey Peter! The updates on the notifications list should be coming in real-time - which is basically created in place in order to attend to tickets right away that are not currently open. I'll be creating a ticket on your behalf so we can discuss this a bit further and go from there. Thanks!

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Great. We very much look forward to getting this figured out. This has been a real challenge ever since moving from Intercom. I look forward to hearing from you.

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Would there be any other logic that affects the ability to have notifications delivered? We have one of the brands with web messaging-enabled and the agent workspace is enabled as well but we do not receive notifications. 
If we have multiple brands do we need to have all of them with web messaging enabled? 

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Dane

Zendesk Engineering

Hi Gerard,
 
These notifications are only for Social Messaging and Web Messaging Channels. If you are still using the Classic Widget for some of your brands, it will not be included in the notifications.

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Hiya! Is there a way to add side conversation replies to the live updates?

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Dane

Zendesk Engineering

Hi Kiran,

This is only for Messaging updates. 

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Hi,

I have just enabled the Agent Workspace in a sandbox.  We have chat only (no messaging and no social channels), but, I see the Notification list icon.  Should it be appearing?  Seems odd since it sounds like we'd never see any notifications unless/until we add Messaging/Social

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Arianne Batiles

Zendesk Customer Care

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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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

Zendesk Customer Care

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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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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Audrey Ann Cipriano

Zendesk Customer Care

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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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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Lisa Kelly

Zendesk Documentation Team

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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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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Viktor Osetrov

Zendesk Customer Care

Hello Cw Lee,

The option is configuring webhooks to send event notifications (alerts).
Please specify events there you're interested in.

Thanks

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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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