Using notifications in the Zendesk Support mobile app

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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:

• Configuring notifications
• Receiving alerts and viewing notifications

Related articles:

• About the Zendesk Support mobile app
• Working with tickets and views in the Zendesk Support mobile app

Configuring notifications

You can configure a number of notification options on the notifications setting screen of the app, including:

• Configure which ticket actions trigger notifications
• Select groups that trigger notifications when a ticket is created or updated in them
• Set a schedule for receiving notifications

To open the notifications settings screen

1. iOS users: Tap the settings icon () in the bottom toolbar.

   Android users: Open the left navigation menu, then tap the settings icon ().

2. Tap Notifications.

   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

1. On the notifications settings screen, locate the My Groups section.
2. 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.
3. On the Select groups screen, tap to select the groups you want to receive notifications from, then tap the check mark in the upper-right corner.

   In the My Groups section, a check mark appears next to your group notification selection:

   

Android users: To select which groups trigger notifications

1. On the notifications settings screen, tap the Tickets assigned to my groups option.
2. 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.
3. On the Select groups screen, tap the check boxes for the groups you want to receive notifications from, then tap the check mark 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

1. On the notifications settings screen, locate the Notification Frequency section.
2. 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.
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:

   

4. Tap the check mark 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

1. On the notifications settings screen, tap the Notification frequency option.
2. 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.
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:

   

4. Tap the check mark 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 check mark 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

Note: When a notification is marked as read, all other unviewed notifications for that ticket are also marked as read.