Support should include a bell icon that provides a quick overview of unread @mentions
Currently it feels like the @mention feature could do with some additional development.
While I like the idea behind the feature, it's a little limiting to only receive real-time notifications in Support when someone mentions you, or email notifications to notify you that you've been added as a follower to a ticket due to an @mention.
And navigating to my user profile to view tickets I'm following isn't helpful, since it doesn't show me the tickets that are mentioning me that I haven't looked at yet.
What I'd like to see is something similar to other tools such as Jira where there's a bell icon, and when someone mentions you, and you haven't read the comment, it's displayed as unread under that bell icon. Very intuitive, user friendly, and ensures you don't miss a beat :-)
+1 to this.
Zendesk have this feature on this site. I have a bell icon next to my name with a number inside a red circle and then all the Notifications on followed posts. So they know how to do it! :-)
I've always wondered why there is no notification or sound (a la Outlook) when a ticket is created or updated. The only ways I know when something actionable has arrived is by a) leaving the ZD window open on a 2nd screen; b) checking it often; c) the mobile app - my chief method since it does alert; d) having an email sent (which we do for updates and reopens, but not new).
This would be great! And as Darren Bell mentions: Zendesk already has this in their own Help Centre. Would be great if this could be made available for their customers as well.
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