Notification Sound for Tickets

Hi, 

this feature would be very helpful.  Is there no way a sound notification is generated for incoming email regardless of assignment?  Switching from outlook, this is a sorely missed feature.

Mike

Hi @Michael Curran. Just to clarify -- you want the Zendesk Support browser agent window to play a sound when a ticket you're assigned has been updated or assigned? Or are you talking with the mobile app notifications? Please post additional details that you may have. This thread can be used for others to up-vote or add their own use cases for any feature request.

This feature would be incredibly helpful to me in Zendesk Support browser agent window

this is a helpful feature to include in the next  Zendesk update. If possible to set different sounds for medium , high and urgent tickets

Yes this would be helpful.  Like Chat sounds but for Support tickets - New and updated.

Yes, would be helpful!

A sound notification is basically needed whenever an agent needs to do something - reply to a client's message. Otherwise, how are they supposed to know that they need to quickly reply to something in one of their 10 open tabs?

We are using Zendeks Support just for the whatsapp integration. For us it is very important to have a sound notification because the client expects immediate response on whatsapp. Please make this feature available! Thanks

We need this too.

Precisamos desse recurso, todos os chats de e-mail quando recebemos a resposta de volta não nos notifica com som, nunca sabemos se aquele ticket tem resposta de e-mail, estamos contornando isso jogando tudo pra status em espera e vendo nas visualizações, mas é ruim demais pois nem todos os agentes conseguem ficar entrando nos em espera pra ver os que foram respondidos, por acabar priorizando os que vão chegando na fila em tempo real. Com a notificação de som a gente fica ciente que chegou a resposta do e-mail e consegue encaixar eles entre os atendimentos de chat em tempo real. Tentem por favor trazer o som de notificação sempre que o chat é atualizado com novas mensagens independente da origem da mensagem

---

Translated to English via Google Translate, courtesy of the Zendesk Community Team:

We need this feature, all email chats when we get the response back doesn't notify us with sound, we never know if that ticket has an email response, we're getting around this by putting everything to hold status and seeing in the views, but it's too bad because not all agents are able to get in on hold to see which ones have been answered, as they end up prioritizing those who arrive in the queue in real time. With the sound notification, we are aware that the e-mail response has arrived and are able to fit them among the chat sessions in real time. Please try to bring up the notification sound whenever the chat is updated with new messages regardless of the message origin

Definitely interested in seeing this as a feature! It would be really helpful to get a sound notification whenever a new or updated ticket came in, like the chat notifications. It's the only thing the Zendesk is really missing! 

Hi Everyone! 

It sounds like the Zendesk Product Team has this on their roadmap for 2022. Source from a duplicate Community Post on this topic that is more recent, and I have shared this feedback up to the team. 

Thanks! 
Ash

A sound notification, and or a push notification to email would be wonderful! I have to admit I am surprised that this isn't already available! 

Thanks!
De-De

We are migrating the email inboxes of our agents to Zendesk.. And it's very hard for them to keep track of new interactions and updates on tickets. This feature would help a lot, for them to be notified with a sound, that something happened in one of their tickets.. 

Could be in tickets that they were assigned, or tickets they are requesters as well (in case of internal communication, the requester is an agent, as sender).

The cell phone app does that.. any new comment there's a beep. It helps me a lot to work in the computer with my zendesk inbox, and cell phone on the side, notifying of new messages.

This sound notification would help a lot!

As an Agent who uses the web app audible notification of new and updated tickets would be very helpful in my day-to-day work. 

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?

Hi Zendesk Team, You might consider adding these features. In our organization. we have a wall mounted monitor in from of 10 NOC Engineers 24/7 waiting and checking for the incoming tickets. We currently using google extension auto refresh to view if there are incoming newly tickets. However, if there will be a sound notification or a color coded bar that will change color whenever there is incoming ticket. This will be a game changer compared to other ticketing systems. Hope you might consider it.

Yep, don't know why this is not available in the first place. This is really needed

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.

+1 Currently we use triggers to email the assignee when an update or ticket is assigned to them. However, if there was a sound or pop up then it would cut down on email traffic (move to automation if they don't respond in xxx hours)

We would also enjoy this feature. Please keep us updated when it could be done!

How is this not a feature??

Considering it seems ZD are continuing to drop the ball on this one and continue to do so (it's only been 4 years..) has anyone found a reasonably priced third party app that fixes this???