New Ticket Desktop Notification

53 Comments

  • Amado Hidalgo

    I suggest you give Slack a try (https://www.zendesk.com/apps/slack). It works similar to what you describe and integrates nicely with Zendesk, which you can control via triggers using the Notify Target actions

    -1
  • Martijn Snels · pluscloud.nl

    Same goes for Podio.

    0
  • Florian Lanz

    I agree wit Julian. I want it as a build in feature, too.

     

     

    4
  • Jay

    Yes, me too!!

    1
  • Chris Alfaro

    Need this also. Thanks.

    1
  • michi knop

    I need this also... I cannot find it anymore :-(

    2
  • Heather R

    We use slack for select tickets but it's not the same as a small popup...

    +1

    1
  • Gareth Bristow

    +1. Emails aren't a great solution and having to use another service like Slack isn't ideal.

    2
  • Ondřej Gazda

    We have created a solution for this, please see this topic for more information: https://support.zendesk.com/hc/en-us/community/posts/245301707-Tip-Get-browser-notifications-for-new-changed-tickets

    2
  • Patrick Breitenbach

    Unbelievable that Zendesk doesn't have browser/desktop notifications.

    5
  • Vincent

    Hi,

    I agree with all of the above.

    Having a pop-up notification when a new ticket is assigned to you or your group sounds to me as a very basic feature!

    2
  • Rohit

    Hi,

    I also want this to be created asap since it will definitely a super option for all of us to reply the customer tickets on a real time basis.

     

    Kindly create the functionality on priority.

     

     

    1
  • Aaron Schweitzer

    +1  This needs to be built-in to Zendesk.

    3
  • Matteo Dell'Aquila

    I think it is a necessary improvement if you want to allow the agent to work on something else too. Push notifications would be great!

    4
  • David Raboy

    +1.  desktop notification was almost the first question from my users. 

    2
  • Theresa Ilijevich

    +1 desktop notifications for agents when a new ticket is created.  Trigger email is flooding inbox and not necessary since the team is working directly in the Support dashboard.  Help! 

    1
  • Caleb

    +1 Desktop notifications is a must for Zendesk.

    1
  • Sharlene

    Really need a simple solution for sound notifications. 

    1
  • Nicole - Community Manager

    Hi all - 

    can you share your use cases? 

    -1
  • Aaron Schweitzer

    @Nicole-

    The use cases are pretty clear in this thread.   Organizations which have high volumes of tickets or email need a visual and/or auditory notification to allow them to identify relevant new tickets in the midst of a torrent of emails.  It's about easy of use in separating what's important from the noise of day to day work.

    Teams are often stretched and must balance multiple priorities within and outside of Zendesk.   Push notifications are a global UX trend in many businesses, websites and SaaS platforms for good reason. 

    Ideally, I would like to see some control over which notifications are pushed by group/agent/org..etc... perhaps with trigger rules.

    2
  • Ondřej Gazda

    @Aaron, you can have complete control about notifications using our solution: https://support.zendesk.com/hc/en-us/community/posts/245301707-Tip-Get-browser-notifications-for-new-changed-tickets

    0
  • Heather R

    @Nicole:
    We’d love configurable popups to notify us. I say configurable because agents have different preferences. Some want to be notified only for a ticket was assigned to them. Some want to be notified if a ticket is assigned to their group - with the name of the group (we are usually part of several groups). Some want to be notified if a certain tag exists like “VIP” or “outage”
    The option to mute or unsubscribe would be awesome. As would being able to select sounds.
    Hope this helps!

    3
  • Nicole - Community Manager

    Thanks, Heather. 

    0
  • Amanda

    Definitely could use this! For our company, we are often working on several different tabs/screens so popup notifications would be super useful! Please add!

     

    0
  • Castillo

    @Nicole:

    Desktop notifications is definitely helpful to us. For my case, email notifications is turned off for my agents to prevent flooding of email inbox and agents are often working on different screen and pages, there is a possibility that agents may miss out or late reply to the customers and this will increase our first reply time.

    Besides, every time an agents want to check the updates of tickets, he/she has to go to "Recently updated tickets", refresh and click to check the updated content of tickets. This is time consuming especially for tickets assigned to a group, agents have to click into the tickets to check the updated content. The desktop notification would help the agents to work more efficiently.

    For the design of the notification, a notification box can be pop out and last for say like 5 seconds when there's are new updated on old tickets, new tickets assigned to you/your group or you are mentioned in a tickets( sometimes we use @agent name to communicate through internal reply). The notification box can display the tickets id, requester name and excerpt of the content etc.

    When the agents click the notification box, it can direct him/her to the tickets. For scenario that the agents are off her desk( did not click the notification box within the 5 second) or there are accumulated notifications, the notification box can last for longer time to remind the agents for those unread notifications by displaying a few text like" You have 4 unread updates".

    Hope the above can be considered and looking forward to the desktop notification!!

    7
  • Michelle Holguin

    @Nicole I couldn't have said it better than @Castillo above.

    Please take under consideration.

    0
  • Scott Molluso

    I agree with everyone above. As a product manager, its unimaginable that you don't have real time push notifications on your browser interface. Let alone it took you almost a year to read these requests and respond to them. At the very least by now your team could have implemented functionality that would automatically refresh the data/tickets every 10 or 30 seconds. The fact that I have to manually push the refresh button on your browser is insane. So inefficient. Please get your team to make these modifications, they aren't very challenging. 

    And something else that i feel should be implementing, would some kind of dynamic functionality in your Slack Messages, such as the ability for a ticket to be assigned and completed by a user directly in the Slack message.

    Frontapp (one of your competitors) has already implemented both of these features. However, we will stick it out with ZenDesk because it is geared towards ticket requests and fulfillment which is what we are using it for. Thank you. 

    2
  • Nicole - Community Manager

    @Castillo - thank you for the detailed feedback

    @Scott - we read through the feedback forum on a weekly basis. Prior to about a year ago, it was common for threads to be left un-responded to until we had an update. Since about a year ago, we have revised our response strategy to weigh in more frequently, even if only to say that something has not made it to the high priority development list. 

    I would encourage you to share your Slack-related feedback in a Slack-related thread, since this thread is specific to desktop notifications. 

    Thanks for sharing your feedback. 

     

    0
  • Eitan Blumin

    I agree with all that was said above.

    I must disagree with Nicole, though, about sharing this feedback in a "Slack-related thread" because this feature request is NOT Slack related, as I see it.

    Partly, the point of this feature request is so that we WON'T need to use Slack for notifications.

    Like already been said above: It should be easy enough to implement.

    Simply refresh the currently open view every 10-30 seconds or so, and when something changes, create a browser notification.

    This has been an open issue since as far back as 2013 at least.

    3
  • Melissa Greene

    I would absolutely love to see this feature enabled, too. We have a small team that is responsible for acknowledging tickets when they come in. Right now, they are constantly checking the queues in between activities, but it would be even better for efficiency if they could be notified with a pop-up notification (similar to chat) directly from their screen. That way, they are aware when a new ticket is created without needing to rely on their inboxes (since we receive so many emails already) and won't need to navigate away from the ticket they are currently working on just to check the queue.

    2

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