Summary: ◀▼
Use the notifications list to manage messaging conversations by tracking new messages, ticket assignments, and @mentions. The notification list helps you prioritize and respond to messaging tickets effectively. You can mute notifications for focused work and unmute when ready.
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 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 includes these features:
- Notifications appear in chronological order and include time-based list dividers
- Read and unread status indicators
- A toggle to show unread events only
- A button to mark all notifications as read
- Aggregated updates related to the same ticket
- A button to temporarily mute notifications
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. The list keeps you up-to-date on new conversation assignments, new replies from end users, and @mentions from other agents.
In addition to updating the notifications list, you'll receive an audio alert when a notification occurs and the favicon in your browser tab changes to show a blue dot and exclamation point (!). This helps you to notice unread updates when you are working in another browser tab or with other applications.
Examples of events that cause updates to the notifications list include:
- A ticket is assigned to you by another agent.
- A visitor (end user) replies to a ticket you are currently assigned.
- Another agent replies to a ticket you are currently assigned.
- Another agent @-mentions you in another ticket.
- A visitor replies to a ticket you are following (but not necessarily assigned).
- Another agent replies to a ticket you are following.
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 (
)
at the top of the ticket window.
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. Notifications for solved or closed tickets are automatically removed from the notifications list, so you can focus on what needs to be done.
-
To close the list, click the notifications icon ()
again.
Muting notifications
Agents can mute notifications for a set period of time when they need focused, uninterrupted work sessions.
To mute notifications
-
Click the notifications icon ()
at the top of the ticket window.
A list of notifications appears.
-
Click the mute icon (
)
and select a mute time.
If you select Until tomorrow, the mute expires after 24 hours.
After you select a mute time, the notifications icon (
)
at the top of the ticket window changes to show
notifications are muted.
When notifications are muted, new notifications are added to your list, but you won't hear notification sounds or see notification alert messages in your browser. The mute automatically expires after the time specified.
To see how much longer before the mute expires, hold your mouse pointer over the mute icon
.
In some cases, you may want to unmute notifications before the mute time expires.
To unmute notifications
-
Click the notifications icon ()
at the top of the ticket window.
-
Click the mute icon ()
in the notifications list and select
Turn off
mute from
the menu.
