Agent Workspace: Chat Sound Notifications

9 Comments

  • Dave Dyson
    Zendesk Community Manager

    Thanks for your feedback, Priscilla!

    0
  • Arpan Nagdeve
    Zendesk Product Manager

    Hi Priscilla, 
    We reviewed the sound settings and enabled the ones which are most widely used, as of now we are not planning to enable sound notifications for the rest 3 options mentioned by you. 
    An agent can still go and change the sound file for the incoming chat and incoming message. On default sound soon we'll be rolling out changes that will change the default sound and add few more sound options for incoming chat and incoming messages. 

    -1
  • Priscilla S

    When I switched to Agent Workspace, I was getting the sound notification for Operating hours. I believe that notification sound didn't get enabled. I've switched AW on and off and now I don't hear it!
    Thanks.

    1
  • Syd

    Definitely, something we would like as well. I have upvoted

    0
  • Jamie Martin

    Our team is no longer receiving any notifications on chat (agent workspace) even when the chat window is reduced. I've had multiple tickets submitted (one from Monday that still has not received any response) and the only answer we've received was that we should re-adjust our SLA because you guys can't have something as basic as a sound notification?? Please respond with what you guys are doing to fix this. 

    1
  • Michael Mader

    I'm having the same issue as Jamie.

    0
  • Steven Granner

    While our agents using Agent Workspace have the ability to customize or disable sounds for "Incoming chats" or "new messages", they don't have the ability to do so for chats that are assigned to them. We would love to see this and more general customizability added to visual and audible notifications in Agent Workspace moving forward. 

    1
  • Aidan McCartney

    ^^^

    I agree with Steven, it's very distracting to have many notifications for incoming chats while already in a chat. It would be great to be able to disable those notifications and sounds while still being notified if you are assigned a chat when the queue is empty. Thank you!

    1
  • Rina

    Aidan McCartneyI agree with the points made here. Wonder if there is a way to set the default sounds for all agents, and then let agents change their personal sounds if they wish to? At this time, I am having to direct agents to their own settings to adjust these.

    0

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