Nevin Lyne

Agreed, this weakness stopped our roll out of ZenDesk as a replacement for our existing aging ticket system simply because this lack of louder notification sounds on iOS devices makes it impossible for remote and on-call support team members to vaguely catch most notifications about tickets. Can't believe this has been helpful for existing Zendesk teams going on the 3rd year of a pandemic and more teams working remote, and/or not always sitting in from of a computer constantly. We really love the other Zendesk feature sets, but we are simply now looking at other support desk options that do support this in their iOS apps unless this gets addressed soon.

and yes, I know there is a Pager Duty <> Zen Desk integration method, so we could trigger Pager Duty notifications, but these are generally different groups, and while we could do the integration simply to push new/updated ticket notifications to Pager Duty so their app's push notifications will then allow our support team to select appropriate alert tones, it seems like overkill simply to get a better selection of tones in the Zendesk Support app that already has its own Push Notifications. Hope that makes sense.

Yup, same as everyone else earlier in this thread. Unless I am missing something there is still only the ability to get the basic "tri-tone" notification alert sounds. Like other apps our teams use like Pager Duty we need the Zendesk iOS Support app to be able to select customizable/louder notification sounds to the individual agent's preferences.

I can't believe this is still a request that is outstanding. This application seriously needs the ability to set a custom sound, it can't be that hard for you to connect into the iOS sound selector functionality. We have staff that are on call and need to be able to set custom, and generally loud sounds that grab their attention even if a sleep, or in loud locations (like in a data center with heavy environmental white noise). Sorta defeats the purpose of push notifications if we have to rely on other solutions outside the application to provide the ability to select an alert sound.