Recent searches


No recent searches

Product Feedback: Notification Bell (messaging notifications)



Posted Dec 01, 2023

Hello Team, 

When a messaging conversation is assigned from one agent to another, that agent receives a messaging notification in the top right corner under the bell icon. The feedback provided by the CSA is that this notification causes confusion because even though the agent handles the conversation and then solves it - the notification does not disappear until it is manually marked as read by the agent. 

If conversation is linked to the notification and it is removed / auto-marked as read upon the ticket being marked as solved - agents will not get confused as to where they got the notification from and why they are not seeing any updates in their dashboard.

Resolving this will not cause a panic in agents and lose time trying to find where this notification came from and why they cannot see the ticket related to it. 

Only solution is currently for agents to mark these notification manually as read. Suggested solution is notifications to be auto-marked as read upon ticket marked as solved.

Looking forward to this functionality.


5

4

4 comments

image avatar

Shawna James

Community Product Feedback Specialist

Hey Atanas, thanks so much for your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please show your support by giving an upvote or entering your use case in the comments below. Thanks so much again!

2


+1

2


+1

1


image avatar

Samir Shah

Zendesk Product Manager

Hello All, 

We are working on a redesigned notifications experience which should be available by the end of Q2. With this update, Notifications will be automatically marked as read when an agent visits the ticket where the event occurred (but still be visible in the tray with a “read” status), and notifications will be removed from the bell icon when tickets are marked as resolved or deleted.


Keep a look out for our announcement in at the end of the first half this year. Thank you!


Samir

0


Please sign in to leave a comment.

Didn't find what you're looking for?

New post