Change the notification sound in Support app

Hey Larry,

I am afraid that currently, you cannot set a custom notification sound. Unfortunately, this is not in our short term roadmap to add, but I passed along your feedback to the team.

Apologies

Claudia, Please pass along to the team that many (I've seen posts in other areas) are not happy with the inability to set notification sounds. My small business runs 24x7x365 and tickets are EXTREMELY important to resolve quickly. Many times I simply don't hear the notification sound. IOS and Android are wonderful devices with all kinds of sound/volume capabilities and I (we?) find it a weakness in coding design that prohibits us from using capabilities of the devices. Respectfully requested, Scott

I find the current sound disruptive. With my earbuds in it startles me and feels like I'm damaging my ears. I'd love to be able to change it to something more soothing.

This is something Zendesk will have to build into the app.

I'm hoping you will.

Please allow customization of alert sounds for notifications on Zendesk, I agree with Scott 100% especially since we get tickets that need immediate resolution, the default sound is hardly alerting at all.

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.

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.

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.

Hi Nevin, 

We have this on our roadmap and hope to add this capability early next year. I don't have any firm dates at this point to share but once I do, I'll revert back to this post. 

Further to this, we are launching an EAP for a new mobile agent UI experience later this year, more information can be found here if you would like to sign up. 

Thanks,

Will

I wanted to check and see if there are any updates to the getting the ability to adjust the notification sounds for iOS devices?  We just started using Zendesk and we offer 24/7 support and the notifications sounds are very weak on the iOS app.  We do have some staff with Android phones and we see it is available on that platform.

Thanks

Travis

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.

Hi Travis, Nevin, 

Thank you for your feedback, we still have this on our roadmap and I've added both your points to our records to further increase the priority of this feature.

I don't have any firm dates that I can share with you right now but I'll update this thread if and when this changes. 

Thanks again for your feedback,

Will 

Hello, any update on allowing different sound notifications?

Hi Christian, 

We have no updates at the moment on the sound notifications. It is still on our backlog for consideration. 

Thanks,

Will 

I must be mistaken, 5 years and Zendesk still lacks the ability to change notification sounds? 

Any update to this request? we should be able to change the sounds and notifications for each channel.

Hi Andres,

Unfortunately I've no updates at present. If you are using Android, you can go into the App Settings on the device and change the notification sound there. We are still tracking this capability on our backlog.

Thanks,

Will