Using notifications in the Zendesk Support mobile app

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10 Comments

  • Sara Ledger

    Is there anything in the works to do a filter for only all new tickets assigned to my groups?

    0
  • Will Poon
    Zendesk Product Manager

    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

    0
  • Ollie

    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

    2
  • Will Poon
    Zendesk Product Manager

    Thanks for your feedback Oliver, 

    We've added this internally to our insights tracker. 

    Thanks,

    Will

    1
  • Kyara Zamora

    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

    0
  • Will Poon
    Zendesk Product Manager

    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.

     

     

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  • Anna

    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!

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  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Anna 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!

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  • Laura Kopp

    For Frequency, are the times in the mobile user's time zone?

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  • Will Poon
    Zendesk Product Manager

    Hi Laura, 

    Yes, the times are tied to the devices time zone.

    Thanks,

    Will

    0

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