Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)
We need the ability to disable or manage the pop-up notifications that appear in Agent Workspace whenever a side conversation is updated. We recently rolled out a ticket escalation process built on side conversations, and our support agents are now constantly interrupted by these pop-ups with no admin option to turn them off. This affects all our support agents day-to-day, and admins who have no controls available to address the complaints.
What problem do you see this solving? (1-2 sentences)
It would give admins control over notification behaviour in Agent Workspace, allowing teams that make heavy use of side conversations to do so without disrupting agents with unwanted pop-ups.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This is affecting us daily, every time a side conversation is updated — which since our new escalation process launched is multiple times per hour, per agent. Agents are interrupted mid-task by pop-ups for side conversation updates that don't require their immediate attention, breaking their focus and generating repeated complaints to our admin team. We raised this with Zendesk support and were told there is no option to manage or disable these notifications. The impact is reduced agent productivity and pushback against a process that otherwise works well for us.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No — Zendesk support confirmed there is no setting or workaround to disable these pop-ups, so agents simply have to dismiss them manually each time!!!!
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
An admin-level setting (or per-agent preference) to disable or configure side conversation update pop-ups in Agent Workspace — ideally with granularity, e.g. suppress pop-ups but keep the notification badge/list, so agents can still see updates without being interrupted.