Notifications when mentioned / following without E-Mail

Answered

Posted Feb 10, 2021

Hello,

i hope maybe someone else already found a Solution for this. We are new with Zendesk and we want to implement it as soon as possible. But currently im hitting a problem i cant solve.

First of all: We wanted to use as less as possible E-Mails for our tickets.

Internal communications to a special ticket is often needed. For example i can't help myself with the problem, so i ask in a special View for Help. - This already works.

Now someone know what to do and he gives me an private message and mention me with @. Now here is my problem: How do is see, that i have an answer? - We dont want to send an e-mail for every mention, a notification or at least a small red circle would be nice.

Anyone got a solution or maybe a good App for this Problem?

3 comments

Date

Chandra Robrock

Most Helpful - 2021Community Moderator

Feb 10, 2021

Hi @... - You should be notified within the Zendesk UI when you're mentioned in a ticket. However, I haven't found a great way to manage these personally - especially for times when I'm working on a different project and not in the Zendesk UI - and I was getting tagged in too many tickets to be able to utilize email notifications.

Do you use Slack by chance? If so, I can walk you through a solution I implemented at my company which allows you to be DMed in Slack anytime you're mentioned on a ticket. It's been really helpful. Happy to send that your way if it's relevant for you.