• Rajat Garg

  • August 03, 2017 12:09

  Zendesk Product Manager

  Hi Aswin,

  Thanks for posting your feedback. Can you help us understand why you want admin control over offline message notification i.e. why you don't want your agents to receive offline message notification? Also, can you elaborate why instructing agents to disable offline message notification if you don't want them to receive it doesn't work in your case?

  Thanks,

  Rajat

• Aswin Kannan

  • August 03, 2017 12:45

  Hi Rajat - It's a matter of simplicity and better control. Can you tell me why it's difficult to have account level control for admin? Why this is necessarily have to be individual level control? We were on a holiday and it was impossible for me to call everyone and ask them to disable this feature. As a result, all our 60+ agents are spammed because of the control unavailability from admin level. I'm a product manager myself, and I know that I'm just ranting. Please understand that everyone have different requirements, and making it flexible will be only beneficial for everyone and no negative impact.

• Rajat Garg

  • August 04, 2017 13:32

  Zendesk Product Manager

  Hi Aswin,

  Thanks for your feedback and explanation on why admin control is necessary for you. Currently this feature is not on our next 6-9 months roadmap but we will keep your feedback in mind while working on our roadmap.

  Thanks,

  Rajat

• Sparkly

  • August 29, 2017 09:49

  Community Moderator

  Hi Rajat,

  I want to join this request. This level of control is definitely needed when managing a team. 
  Also, these emails are very much unnecessary if a Zendesk Support integration is connected since all these missed chats will become a ticket anyway.

  Based on the pricing model for Answer Bot (which calculates that each email being touched by an agent costs $4, therefore validates the $1 per answer model). I would say that each email sent by this notification costs around $2 per e-mail. Which of course is not a very good thing :-)
  
  Hope to see that this bug will be fixed more early than a few months time, as it used to work before 2 months ago.

• Stephen Belleau

  • August 29, 2017 16:09

  Community Moderator

  +1 - exactly what Kay said. Stop the email spam, or let us control it. A ticket being created is good enough.

• Chris Nicholson-Doyle

  • September 16, 2017 01:01

  +1 This is needed by us as well.

• Lance Le Roux

  • December 04, 2017 08:56

   +1 I would also appreciate it. we have 140 agents working 24/7. It's impossible to get this done by account.

   

• FC Barcelona

  • February 28, 2018 09:56

  +1 I think it's a must have for an admin. As an admin agent you should be able to control this. Thanks.

• Micah Yee

  • June 25, 2018 20:32

  +1 This is a must for admins...
  
  
  

• Laurent W. Broering

  • June 26, 2018 15:47

  +1 almos one year and nothing done

• Pedro Rodrigues

  • August 27, 2018 11:59

  +1

• Aswin Kannan

  • October 01, 2018 18:30

  Hello Zendesk Team!

  Could you please confirm if this is something you're considering? Please see the screenshot from our IT team. We got 80K emails sent to our servers and it is hammering everything. That is a crazy number and all because I cannot turn off this setting as an admin!

  

• Ben Owen

  • November 23, 2018 09:52

  +1 for this! With the usual rate of agent turnover, this issue pops up frequently for us. With chats being created as tickets in support as well I can't even see how this is useful for the way Zendesk is designed in terms of bringing all customer support channels together.

• Roman Sheydvasser

  • April 02, 2019 21:14

  +1

• Philip Upton

  • May 20, 2019 08:12

  +1

• Jonathan Jongkind

  • June 27, 2019 14:46

  +1 - this is a concern for us. 

  The fact we are unable to disable offline message notifications means that personal identifiable information is unnecessarily emailed out to all Chat agents who don't have this setting disabled which we are keen to avoid.

  This is not a setting that should be configurable by agents but by administrators, ensuring consistency with notification settings in other areas of Zendesk.

• Stephen Belleau

  • June 27, 2019 16:37

  Community Moderator

  Hey Jonathan - we have the same concerns about PII being emailed out. I'll share the (terribly inconvenient) workaround we use to reduce this risk.

  1. Assume into an agent (via yourdomain.zendesk.com/users)

  2. Go to chat

  3. Go to that agent's chat profile and uncheck the offline message notifications.

  4. Repeat for every single agent.

   

  Very clunky and time-consuming, but we do what we must for PII security. Here's hoping Zendesk makes some improvements in this area.

• Flavio

  • July 01, 2019 18:06

  +1

• Jamey Pringle

  • June 23, 2020 13:13

  Definitely want this feature. +1

• Amanda Black

  • November 17, 2020 23:15

  Agreed - need this. I feel like it should go without saying why this would be needed to be controlled from an admin perspective. Especially as there is not a single agent that wants or needs these notifications as all of the offline messages show up in Zendesk Support and are sorted as needed via triggers. The notification feature in the Chat Dashboard isn't even a needed feature unless using Chat only.

• David Judenne

  • February 25, 2021 09:03

  +1

  I feel this is normal request, specially for normal email receive this exist, it's a trigger not link to each user account, why for chat it's a setting need to be disable one by one ?

• eCampus.com

  • May 24, 2022 13:29

  Is there a status update to this? Admins must be able to throttle this function. Is there a workaround (e.g. prevent via a trigger)?  Does Zendesk recognize this as an issue/bug or is the stance "it ain't broke, so don't fix it"?  

Please sign in to leave a comment.