Rob Powell

In mid-2021 Benjamin Kirsch said that there would be an update on this request. Multiple use cases have been posted. Multiple agreements that this is a feature available in your competitor's software (I can absolutely confirm it is a feature in Autotask). We still have no idea when this will be addressed and why after 8 years this is still an ongoing request that never seems to get enough attention. Can we get a commitment from the Product Manager that this will be addressed and when or have enhancement requests all but stopped being entertained?

@Zendesk Developers and Product Managers:

Is there any update for audible alerts of new tickets that come in?

Most agents are tasked with many functions other than just taking calls and thus having a visual and audible alert to announce the arrival of a new service ticket or request is critical to ensure that the customer gets attention in a timely manner. Something that stays illuminated or visually present and an audible alert that continues until the ticket is taken by an agent or acknowledged by an on-duty agent. This is kind of like in a 911 center... When a new call comes in on the dispatcher's CAD, they get an audible and visual cue for new calls that continues until the dispatcher acknowledges the new call.

Is there any update for audible alerts of new tickets that come in?

Most agents are tasked with many functions other than just taking calls and thus having a visual and audible alert to announce the arrival of a new service ticket or request is critical to ensure that the customer gets attention in a timely manner. Something that stays illuminated or visually present and an audible alert that continues until the ticket is taken by an agent or acknowledged by an on-duty agent. This is kind of like in a 911 center... When a new call comes in on the dispatcher's CAD, they get an audible and visual cue for new calls that continues until the dispatcher acknowledges the new call.