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Push Notifications for Call Volume or Wait Time?
Answered
Posted Jun 06, 2024
It isnt possible natively through Zendesk, but has anyone managed to figure out how to create push notifications to managers when there are certain call volumes or wait times?
I tried to do this through no code solutions Zapier and make.com with no success. Then I tried to get Browse AI to scrape our Geckoboard, which may have worked, but I wasnt willing to subscribe unless I knew it would work for sure.
Has anyone had any success that I can replicate?
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7 comments
Rh Jaffery
Hi there,
To create push notifications to managers for call volumes or wait times in Zendesk, try these steps:
Zendesk Triggers:
Go to Admin Center > Objects and rules > Triggers.
Create a trigger that sends an email to managers based on call volume or wait time conditions.
Zapier:
Create a Zap with Zendesk as the trigger (e.g., ticket created/updated).
Add a filter for call volume or wait time.
Use Slack or Email to send notifications.
Custom API Solution:
Use Zendesk API to monitor metrics.
Write a script that checks these metrics periodically and sends push notifications (e.g., via Pushover or Twilio).
Geckoboard API:
If Geckoboard displays necessary metrics, use its API to extract data and send notifications.
By following these steps, you can set up effective notifications for managing call volumes and wait times.
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Sam Goulet
Zendesk folks, any update on the roadmap to get that built into Zendesk? Hard to keep your SLA's if you have barely any ways of notifying managers about calls needing to be “rescued”.
Last time we heard from you, it was mentioned that in Q2 2024 a new update to ZD Talk would be released. We're getting very close to end of Q2 and nothing I could find indicated we're getting new Talk features.
Can you please expand?
What's described in this above post is very needed from our perspective.
Appreciate the attention you can dedicate on answering this question :)
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Shawna James
Thank you for taking the time to provide us with your feedback and I apologize for our delay in acknowledgement. This has been logged for our PM team to review and I apologize I do not have an update on timing for this request SAm. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Sam Goulet
Wow! Quick response Shawna ;)
Can we perhaps ask your PM team about it to see if they have better insight on timeline?
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Shawna James
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Sam Goulet
10 steps ahead of me I see - great to know that this time is when you do reviews of messages. I'll keep this in mind for the future, thanks for getting back to me!
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Widson Reis
Hi,
Unfortunately, this feature is not planned for 2024. We have it in our backlog and we will prioritise it against the other features to see if we can it done in 2025.
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