Notification Sound for Tickets

Cameron Milne, yeap, not perfect - but better then nothing)
Slack integration with Zendesk for notifications got worse and now there are even more problems with notifications about tickets. Therefore, only Notify-me saves my team.

How about audio and popup notifications for incoming calls? We use a dashboard to view calls in queue, but if everyone is involved on other tasks then a call in queue can be missed. Does anyone have a best practice for this?

In my eyes, it is completely unimaginable how a company that is supposed to be a leader in customer service does not offer its customers advanced support for sound notifications. In today's society, all customers want answers within a couple of seconds and that is also our motto, to answer all chats within 30 seconds. Just like any profit company, it is of the utmost importance that an employee does not sit around twiddling their thumbs waiting for a chat to come through. With just the little red dot next to the icon that looks like a bell, that's exactly what our employees have to do. Sound notifications only work if it is a new customer who sends a message. If a customer that you had a conversation with a couple of days ago asks a new question, you don't get a notification except for that little red dot next to the bell.

Zendesk fix this ASAP if you claim to be a company that should facilitate customer service and be an industry leader. Had I known this before signing for a full year, I would never have chosen you. Dozens of people have requested the same thing above and you haven't even responded. I think you also need sounds notifications. It's very easy to miss that little red dot...

In my eyes, it is completely unimaginable how a company that is supposed to be a leader in customer service does not offer its customers advanced support for sound notifications

Exactly -- I came from Intercom and it's standard to have a sound notification. You have to turn it off if you don't want to hear it. And they've had that for over 5 years at this point. It's bananananananas that this isn't, at minimum, something we can toggle on for ZenDesk

Yes, need this feature crucially so enhance agent's efficiencies, so that they do not need to keep refreshing the dashboard to view incoming cases. 

@nicole17 any update on this? It is obvious this is something a lot of people are requesting for the last couple of years and with the absurd Zendesk license price increase (especially for Enterprise and up) this (amongst many other) should be a basic default feature,

Hi Ulises, 

I'm not the product manager - I oversee the community - so I can't speak to what has or hasn't been decided regarding this feature. But, it does look like we're overdue for a PM to join the conversation, so I'll get this escalated and see if we can have someone weigh in. 

In the meantime, I was pointed to this extension that might be a helpful interim solution for some users: 

Notify-me for Zendesk

Hi!

I get a sound notification only when a new conversation arrives, but any update with a reply on that conversation doesn't give a notification sound. Doesn't matter if a ticket is assigned to me, or when the ticket is not assigned to me, sound notification is highly needed!!

This results in not being able to respond to a ticket in a timely manner, especially since I'm not constantly looking on Zendesk or being close by my laptop, a sound notification is a must so that I can hear it when I'm not looking. Why is this even not implemented in the first place, it's beyond me... I can't waste time going through each active ticket just to see if there's some new reply on it. 

But seeing how OP posted this 4 years ago, and they still gave no update on it, I doubt they ever will. Big disappointment.

+1 please add notifications for new tickets, we can just check the inbox every 15 minutes 

Thank you for mentioning the extension. It works great. 

Hi ZD Team, we would like this feature of notification sound for agents when New Tickets are received in our ZD platform.

Hi All, thank you for the deep engagement over notification sounds for tickets, and we apologize for the delay on our end in providing you with a response to this request.

I'm happy to share that enhancing the notification experience is on our roadmap! This will include agent-level preferences that will give agents the ability to customize which sound plays for each ticket event. We don't have a confirmed release date yet, but I'll keep an eye on this post and will provide an update when we are closer to release. Thanks again for your feedback. 

Is there a way to change the sound?

It's unbelievable that this isn't yet possible in the api service, isn't it enough to just open an endpoint for true or false for the notification sound? Please speed this up, any other customer service platform has this sound notification system.

Hi Samir, how are you? Regarding the feature release I would like to know if you have a new ETA for this - many clients do multitask and they can't always have Zendesk open or a 2nd monitor for this. Thank you!

Our support team would like this too. A sound as part of a notification would allow agents to quickly realize a ticket has been created or updated. It would lead to quicker response and quicker resolution.

My team just asked me about this. I think there's potential in using the existing notification app in Zendesk, possibly building new functionality and configurability into that app. I personally would not trust using a Chrome extension. The most important part of the solution needs to be that it can visually notify agents on the screen they are currently in, which is usually Zendesk. 

Ola, vi que esse post foi aberto em 2019 e ate agora nada, como percebi nos comentários são varias pessoas que também precisam de atualizações sobre as notificações de novos ticktes. Estamos em 2024 e até hoje nada!

Is there a release date on the schedule for this feature?

Please implement this feature!

Any update on this feature, please. 

Yes please, fix this. Migrating to Zendesk from another system would be a lot easier if OOB functionality like this was available. 

Adding to the long line of users requesting this Again, coming from Intercom where this was a feature it's crazy to see it's not available here.