This article describes how to use your notifications list to manage your social and web messaging conversations in the Zendesk Agent Workspace. To use this feature, an administrator must have the Zendesk Agent Workspace and social messaging channels or web 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 web 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.
13 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?
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.
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?
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.
Hiya! Is there a way to add side conversation replies to the live updates?
This is only for Messaging updates.
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
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.
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.
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.
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
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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