You can configure your notification preferences for the Zendesk Support mobile app. When a Zendesk event occurs, a mobile push notification is sent based on the event type, user settings, and registered devices.
This article includes the following topics:
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Configuring notifications
You can configure a number of notification options on the notifications setting screen of the app, including:
To open the notifications settings screen
-
iOS users: Tap the Settings icon (
) in the toolbar to open the Settings screen.Android users: Open the left navigation menu, then tap the Settings icon (
) to open the Settings screen. - Tap Notifications to open the Notifications screen.
iOS Android 
Configuring which ticket actions trigger notifications
You can choose which ticket actions and conditions will trigger a notification in the app.
To configure which notifications you receive
- On the notifications settings screen, tap the toggle buttons to enable or disable
the notification types as needed:
Option You'll receive a notification when... Enable notifications ...if On, in alignment with the options below. ...if Off, you will not receive any notifications.
All new tickets ...a ticket is created for the subdomain you are signed in to via the mobile app, regardless of ticket status or assignment. Tickets I'm following ...you are added as a follower to a ticket. ...a ticket you are following is updated.
Tickets I'm CC'd on ...you are added as a CC to a ticket. ...a ticket that you are CC’d on has a new comment.
Tickets assigned to me ...a ticket is assigned to you. ...a ticket that is assigned to you has a new comment.
My groups ...a ticket is assigned to one of your groups.
...a ticket that is assigned to one of your groups has a new comment.See Selecting which groups trigger notifications for more information.
Selecting which groups trigger notifications
If you are a member of one or more groups, you can select which group's notifications you receive through the mobile app when a ticket assigned to that group is created or updated.
The steps for configuring this setting differ for iOS and Android users.
iOS users: To select which groups trigger notifications
- On the notifications settings screen, locate the My Groups section.
- Tap the option you want to enable:
- Tap All groups if you want to receive notifications from all of your member groups.
- Tap Select groups if you want to receive notifications from a subset of your member groups, and go to step 3.
- On the Select groups screen, tap to select the groups you want to receive
notifications from, then tap the checkmark in the upper-right corner.
In the My Groups section, a checkmark appears next to your group notification selection:
Android users: To select which groups trigger notifications
- On the notifications settings screen, tap the Tickets assigned to my groups option.
- Tap the option you want to enable:
- Tap All groups if you want to receive notifications from all of your member groups.
- Tap Select groups if you want to receive notifications from a subset of your member groups, and go to step 3.
- On the Select groups screen, tap the checkboxes for the groups you want to receive
notifications from, then tap the checkmark in the upper-right corner.
Your selected groups appear under the Tickets assigned to my groups option:
Setting a schedule for receiving notifications
You can opt to receive notifications whenever your phone is on and has a network connection, or to receive them only on the days and times of day specified.
The steps for configuring this setting differ for iOS and Android users.
iOS users: To set a notification schedule
- On the notifications settings screen, locate the Notification Frequency section.
- Tap the option you want to enable:
- Tap Always to receive notifications whenever your phone is on and has a network connection.
- Tap During specific hours to receive notifications only on the days, and times of day, specified, and go to step 3.
- On the Specify hours screen, tap the From and To options and use the
time picker and day of the week boxes to set your notification hours:
- Tap the checkmark in the upper-right corner to save your schedule. Your
notifications schedule appears in the Notification Frequency section:
Android users: To set a notification schedule
- On the notifications settings screen, tap the Notification frequency option.
- Tap the option you want to enable:
- Tap Always to receive notifications whenever your phone is on and has a network connection.
- Tap Specific times to receive notifications only on the days, and times of day, specified, and go to step 3.
- On the Specific hours screen, tap the From and To options and use the
time picker and day of the week boxes to set your notification hours:
- Tap the checkmark in the upper-right corner to save your schedule. Your
notifications schedule appears in the Frequency section:
Receiving alerts and viewing notifications
You are alerted to new notifications in one or more of the following ways:
- Push notification
- Mobile app icon indicator
- In-app indicator
You can also view a full list of notifications in the mobile app.
Receiving notification alerts
The tables below show how the different notification alerts are received on your iOS or Android device.
Push notification
Push notifications appear on your home screen. You can open the referenced ticket directly by tapping the alert.
| iOS | Android |
|---|---|
 |
 |
Mobile app icon indicator
This alert appears on the mobile app icon on your home screen. Tapping the icon opens the app as normal.
| iOS | Android |
|---|---|
 |
 |
In-app indicator
The in-app indicator appears inside the mobile app, on either the Notifications icon (iOS) or on the Options menu in the upper-left screen (Android).
| iOS | Android |
|---|---|
 |
 |
Viewing notifications in the mobile app
The steps for viewing notifications setting differ for iOS and Android users.
To view notifications
- iOS users: Tap the Notifications icon in the bottom toolbar.
- Android users: Tap the Options menu, then tap Notifications.
Notifications are listed, newest first, on the Notifications screen. You can update the Notifications list by pulling from the top of the screen.
| iOS | Android |
|---|---|
 |
 |
To view the ticket associated with a notification
- Tap the notification to open the ticket.
To mark all notifications for a ticket as read
- Tap the double checkmark in the top-right corner of the screen.
Individual notifications are marked as read in any of the following ways:
- Tap the push notification
- Tap the notification on the Notification screen
- View the ticket in the mobile app or via the desktop
10 Comments
Is there anything in the works to do a filter for only all new tickets assigned to my groups?
Hi Sara,
Thanks for your comment, we have no immediate plans for this feature, however I've added your feedback to our backlog for future consideration.
Thanks,
Will
Hi
This is great, it would be good to also allow custom notifications such as alerts for if the chat threshold of X was hit etc. This would be really useful for Admins to have as we can set our own thresholds and update any triggers or messaging to reduce queue size if we become aware of an issue.
Thanks
Thanks for your feedback Oliver,
We've added this internally to our insights tracker.
Thanks,
Will
My team has the Zendesk app on their phone and they are receiving notifications on new tickets BUT certain new tickets have a trigger setup to Auto-solve it since it does not require a response. The Zendesk App is notifying them of this new ticket but when they go in to view it is already solved. So is there a way on the Zendesk App to TURN OFF notifications for these auto solved tickets. Technically they should only see New and Open status ticket notifications, the same way it is setup on their desktops
Hi Kyara, sorry for the late response.
We don't have a way to turn off these notifications for auto solve tickets. The only possible workaround which may or may not work would be to assign all new tickets to a group, then for ones that you want agents to be able to get notified on, assign them to a group that agent is part of. I'm not sure if this would work but it's worth a try perhaps.
Hello, I have issues, that live messaging chats get assigned to me. Is there also an option where I can also accept live messaging chats like in the web version? What I am doing wrong? I can only look at chats from other agents, but they do not get directly assigned to me in the IOS app. Thanks, in advance!
Hi Anna Deligiorgi welcome to our Community!
May I confirm if your Zendesk Support mobile app is updated to it's latest version?
If your app is updated, you should see the "Try our new agent experience" setting and you'd need to toggle it on to be able to chat with your customers from the Support Mobile app.
Once you have enabled it, you should be able to open the tickets and have the option to "Take it" and start chatting with your customers :)
These screenshots are from my test account and I can confirm that this works as expected.
I hope this helps!
For Frequency, are the times in the mobile user's time zone?
Hi Laura,
Yes, the times are tied to the devices time zone.
Thanks,
Will
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