This article will cover how to receive a pop-up notification within Zendesk based on a ticket event.

Pop-up notifications within Zendesk are great when your agents need to be alerted about important events within tickets or information that might be relevant to them.

Topics covered in this article:

• Create notification template
• Agent missed notifications & history
• Sound & browser pop-up settings

Create notification template

Within the Notify app, click Notification templates in the left menu and then Add template on the top right.

Our pop-up notifications simply need to be attached to a trigger within your Zendesk. To setup the notification, define the following:

• Trigger - select which option you require for when the pop-up will appear, from either:
  1. Attaching the notification to an existing Zendesk trigger. Eg. if you want to pop-up a notification to an agent once a customer replies, you can attach this to the 'Notify Assignee of comment update' default trigger; Or any other trigger in your environment.
  2. Selecting new trigger from the selection list. Our app will create a new trigger for you and provide a link to edit this trigger (at the top right of the screen) once the notification has been created. Update this trigger with the conditions of when you want the notification to pop-up.
• Message - what short message you would like in the pop-up notification. Zendesk placeholders can be used here and a link to the ticket with the ticket ID will always be provided in the notification.
• Recipients - who will receive the notification in their Zendesk. This can be a specific user or  group, or someone related to the ticket like assignee or people in the assigned group, or simply everyone.
• Pop-up banner type - a green notice, yellow alert or red error can be selected depending on your type of notification. The color here will also be used for the icon.
• Require agent to dismiss pop-up - notifications will show for around 10 seconds, or will remain until dismissed by the agent if toggled on.
• Notification feed icon - select which icon will best suit your notification. The icon will only show in the notify history which is accessible via the top bar icon for all agents.

Click Create notification.

If you require to edit the trigger attached to a notification, click the 3 dot ellipsis on the far right of the notification and click edit trigger.

Agent missed notifications & history

Every agent that receives a notification from the app, will also have it stored in a history log on the top right of their Zendesk. The notifications can be marked as done and/or dismissed in this area.

Additionally, agents can view any notifications they might have missed if they were not using Zendesk or their browser at the time of the notification. Once the agent logs into Zendesk again, they will get a prompt that there are missed notifications.

Sound & browser pop-up settings

Every agent that uses the notify app has their own settings where they can enable sounds and  browser pop-ups. This allows your agents to know when a notification comes in even if they have their browser minimised.

In the agents Zendesk, open the notify app on the top right and then click the cog icon to open the settings panel.

The settings panel will allow you to:

• Enable sound - every notification you receive will also play a sound of your choice from the drop down box, this will still sound even if you have your browser minimised. A volume control is also available.
• Enable browser notifications - along with the pop-up within the Zendesk window, you can also enable browser pop-ups which will show in your OS notifications too! Permission will need to be allowed within the browser settings before this will work, simply click the Provide permission link.