Elizaveta Pashkova

Cameron Milne, yeap, not perfect - but better then nothing)
Slack integration with Zendesk for notifications got worse and now there are even more problems with notifications about tickets. Therefore, only Notify-me saves my team.

Hi, Zendesk product team.

Please, we all as you see kindly ask you to add sound and push-up notifications features for the browser version (web app) of Zendesk for the ticket system.

It is extremely important for the day-to-day work of support teams to receive notifications about tickets received, about tickets marked Urgent and updates in tickets for team and for agents end etc.

Support specialists have to check and update the tab all the time, and whether a new ticket has come, and whether a new response has come, does another agent need help, does the user need an answer right now?

Most of the supports work not in the mode - I will give an answer when I get there, but as well as via SLA and in tickets which connected by channels like WhatsApp and Telegram where customers expect a response immediately. But actually mail tickets need this too. So all tickets system need that. 

Without push notifications and without sound notifications, it is impossible to find out that a ticket has arrived for a team or for a specific agent. This makes the work of support specialists as difficult as possible. And also worsens its quality, since customers cannot get a response on time.

Using third-party extensions or crutches like attaching a channel to a Slack are semi-working measures that practically does not help.

The fact that notifications are in ZD chats and at smartphone app, but not in the ticket system in web is very frustrating and there is no logic at all.

Also, I was sent to write here by Zendesk Support specialist without offering anything other than to write here and he just closed my request immediately. And as I see it, there are quite a few complaints about the lack of notifications. But why do you think that enough people have reached here, and they just didn't give up on this situation and just didn't write anything?