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Notifications in Support Agent Workspace



Posted Oct 07, 2024

I believe it would be super helpful to utilize the Messaging Updates bell in the agent workspace for @ mentions and follow notices. Our Agents are mostly “head down” or in another window when working help desk. They sometimes miss the notification in the workspace that is visible for a moment then dissolves. 


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4 comments

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Samir Shah

Zendesk Product Manager

Hey Abdelhameed, 
 
We are planning on including @mention notifications as part of the messaging bell icon in Q2. Notifications for follow notices will come sometime in H2. 
 
Thanks for your continued engagement with this thread! Keep a look out for our announcement. 
 

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Samir Shah

Zendesk Product Manager

Hey Shane,

 

Thanks for sharing this. We working to enhance the notifications experience which includes use cases for @ mentions and follow notices. These updates will be available next year, so please keep a look out for our announcement.

 

Thanks,

Samir 

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Just the fact that there's no “New Ticket” sound or desktop notification in the Agent Workspace is a total fail.

We just updated to Messaging from Classic Web Widget Chat to use AI Agents and we LOST a simple sound of when a new chat comes in. It's just another complication caused by the bloat that is Zendesk.

So they expect our support agents to be doing nothing else but staring at the Agent Workspace.

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Samir Shah any expected dates for that ? as it's really basic feature 

and is there any workaround for that at the moment ?

 


 

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