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Sending "Mandatory to acknowledge" process updates and announcements
Answered
Posted Sep 08, 2021
As a dynamice contact centre, we receive updates almost daily. and we need to ensure that our employees know and acknowledge those updates, and for us to know who did and who didn't.
I'm looking for a communication that has those requirements.
The notification app has really bad reviews and i don't trust even trying it.
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8 comments
Nils Rebehn
Hello Ramadan,
I understand the challenge you are facing. Some of our clients working with Zendesk had the same question. In some cases, the notification app you are referring to "did the trick". But the use case was very specific: inform every agent currently working in Zendesk about something important. This way, they don't need to check other tools or business emails.
However, you say you need your agents to acknowledge those updates. This is not possible with the notification app as it is a one-way broadcast only. I'm not aware of any app in the marketplace that can do that. A custom app might help.
Then again, this whole use case sounds like something that is already solved outside of Zendesk with other communication tools like Slack or even basic business email:
I hope that helps
Nils / Guidoo Services
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Thomas D'Hoe
@...
The notify app of @... should do the trick. They have a broadcast messaging functionality where agents need to acknowledge the message. For now, it's not on their website yet (it's brand new) but if you install the app in the trial, then you will see the functionality.
Also, we have our own Newsfeed for Guide app. If you are working with the Guide help centre, then this can help you as well, but we don't have an acknowledged functionality for now.
Let me know if you need any further assistance.
Regards,
Thomas / Premium Plus - Master Partner Zendesk
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Peter Godden
Hi Ramadan, here at SweetHawk, we've built an app that may be of assistance called Notify.
Recently, we added the ability to broadcast notifications to all agents (or any subset of agents). The notifications appear as sticky popups inside of Zendesk. In cases where agents are away from their desks, there's also a feed where they can view all historical notifications. And unlike the other notification app you mentioned, this one has great reviews 😀😀.
It comes with a free trial so you can test it out risk-free. But if you don't like entering credit card details, you can also install our Super Suite app here, which will then allow you to install and try it with a single click. Let us know what you think!
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Ramadan Elsayed
I want to make sure that the application has the following:
Are those features in your application?
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Peter Godden
Hi Ramadan, no problems, in the Activity section of the Notify app you're able to see whom and how many users dismissed each broadcast notification.
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Ramadan Elsayed
Thanks Peter,
I tested it, it works great. i want to state some feedback points here:
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Peter Godden
Thanks for giving the app a test run. Glad to hear you're liking what you've seen so far. It sounds like you've got some fairly specific requirements that would be good to dig deeper into. If you've got some time to discuss, it'd be great if you'd be able to book a time to jump on a video call here: https://sweethawk.com/book-demo ...When I see the booking come through, I'll assign it to me and extend the session out to say 45 mins so we have time to work things out/explore options.
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Ramadan Elsayed
I booked the calendar.
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