Castillo

@Nicole:

Desktop notifications is definitely helpful to us. For my case, email notifications is turned off for my agents to prevent flooding of email inbox and agents are often working on different screen and pages, there is a possibility that agents may miss out or late reply to the customers and this will increase our first reply time.

Besides, every time an agents want to check the updates of tickets, he/she has to go to "Recently updated tickets", refresh and click to check the updated content of tickets. This is time consuming especially for tickets assigned to a group, agents have to click into the tickets to check the updated content. The desktop notification would help the agents to work more efficiently.

For the design of the notification, a notification box can be pop out and last for say like 5 seconds when there's are new updated on old tickets, new tickets assigned to you/your group or you are mentioned in a tickets( sometimes we use @agent name to communicate through internal reply). The notification box can display the tickets id, requester name and excerpt of the content etc.

When the agents click the notification box, it can direct him/her to the tickets. For scenario that the agents are off her desk( did not click the notification box within the 5 second) or there are accumulated notifications, the notification box can last for longer time to remind the agents for those unread notifications by displaying a few text like" You have 4 unread updates".

Hope the above can be considered and looking forward to the desktop notification!!