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Support should include a bell icon that provides a quick overview of unread @mentions



Posted Feb 11, 2022

Currently it feels like the @mention feature could do with some additional development.

While I like the idea behind the feature, it's a little limiting to only receive real-time notifications in Support when someone mentions you, or email notifications to notify you that you've been added as a follower to a ticket due to an @mention.

And navigating to my user profile to view tickets I'm following isn't helpful, since it doesn't show me the tickets that are mentioning me that I haven't looked at yet.

What I'd like to see is something similar to other tools such as Jira where there's a bell icon, and when someone mentions you, and you haven't read the comment, it's displayed as unread under that bell icon. Very intuitive, user friendly, and ensures you don't miss a beat :-)


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7 comments

Official

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Samir Shah

Zendesk Product Manager

Hi all,

Thank you for sharing your feedback regarding notifications, and we apologize for the delay on our end in providing you with a response to this request.

I'm happy to share that enhancing the notification experience is on our roadmap! This will include a redesigned bell icon where notifications will persist after being viewed, an unread toggle to only view unread notifications, and enhanced read receipts abilities so an @ mention notification is only marked as read when the user has viewed the comment in the ticket. This new functionality will be generally available early next year, and I'll post an update here when we are closer to release. Thanks!

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+1 to this.

Zendesk have this feature on this site. I have a bell icon next to my name with a number inside a red circle and then all the Notifications on followed posts. So they know how to do it! :-)

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I've always wondered why there is no notification or sound (a la Outlook) when a ticket is created or updated.  The only ways I know when something actionable has arrived is by a) leaving the ZD window open on a 2nd screen; b) checking it often; c) the mobile app - my chief method since it does alert; d) having an email sent (which we do for updates and reopens, but not new).

 

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Hi, 

This would be great! And as Darren Bell mentions: Zendesk already has this in their own Help Centre. Would be great if this could be made available for their customers as well. 

 

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Hello,

as mentioned in previous posts, since company adopted Zendesk, our staff is strongly obstructed by the fact that notifications are only temporary.

By temporary notifications, the risk is to miss final clients' answers and other department's colleagues answers so that we have customers wait for too long for replies.

It would be appreciated to have a system of permanent notifications(such a bell or area dedicated as in other platform) where agents also could monitor them.

In order to run daily tasks, we sugget the following useful and necessary alerts:

- notification when a ticket has side conversation replies to be read!

- notification when a ticket is created or updated or Bold ticket.title id ticket, if there are updates(replies to be read) 

- notification when someone (with account ZD) is mentioned

- notification when someone is Follower of a ticket

 

Thank you in advance.

 

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Shawna James

Community Product Feedback Specialist

Hey Michela, thank you very much for taking the time to provide us with this feedback. It has been logged for our PM's to review. For others who may be interested in this feature request, please show your support by either upvoting or adding your use case in the comments. Thanks so much!

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@Samir Shah, does this Notification Bell function pop up notifications when a pending ticket reopens (i.e., someone replied to my ticket)? The use case I have for this is I want my agents to receive real-time notifications for re-opened tickets when handling another ticket at the same time. 

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