This article will cover how to receive a pop-up notification within Zendesk based on a ticket event and/or as a one time broadcast.
Pop-up notifications within Zendesk are great when your agents are getting overwhelmed with emails and allow them to focus on what's important. They are also extremely useful when combined with other SweetHawk apps such as deadline in order to receive a timed notification reminder on a ticket.
This article contains the following sections:
Create or identify a trigger
The first step when creating a notification would be to create or identify a trigger that will deliver a pop-up notification to your agents.
If you are creating a new trigger, there is an option to do this from within the notification template, however, it is not a requirement.
Depending on how complicated the trigger conditions are, we recommend creating and testing the trigger before creating a notification template to ensure it activates correctly. Using something as simple as a tag that gets added to the ticket when the trigger activates will be sufficient. This will save you time when needing to troubleshoot why the notification is not working.
If you're identifying an existing trigger, the best place to start looking would be the default triggers created within Zendesk for notifying the assignee/assignee group of a ticket update.
Examples:
Notify assignee of comment update
Notify assignee of assignment
Notify assignee of reopened ticket
Notify group of assignment
Notify all agents of received request
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You can replace email notifications entirely with pop-up notifications by removing the email action from your default triggers once you've created a notification. |
Create a notification template
1. Select the Notify app from the main navbar, then select Notification templates from within the app.
2. Select Add template from the notification templates screen.
3. Input the desired configuration, then select preview, followed by OK once you are happy with the look of the pop-up notification.
| UI Element | Description |
| Trigger | Choose when a notification will be delivered to your agents. |
| Message | Choose what message will be delivered to your agents. You can include Zendesk placeholders within the message. |
| Recipients | Choose who will receive the message from within your agents that have access to the app. Some examples are: |
| Pop-up banner type | Choose the urgency of the pop-up notification. |
| Require agent to dismiss pop-up | Choose whether an agent must dismiss the pop-up notification. |
| Notification feed icon | Choose the icon that will appear in the notification feed. |
| Preview | Prompt a preview pop-up notification within Zendesk. |
Your notification should now be active. Whenever your trigger fires within Zendesk, so should a pop-up notification appear which will remain in your agent's notification feed until dismissed.
Pop-up notification:
Notification feed:
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If your notification is not working as expected, please refer to our article on how to troubleshoot notifications. Once you've confirmed the notification works, you can try our beta feature for browser notification that works with Chrome and Firefox. |
Create a broadcast
Broadcast notifications differ in that they are sent immediately rather than whether a trigger fires. This is useful if you need to notify your agents of an important event the next time they sign into Zendesk.
1. Select the Notify app from the main navbar, then select Create broadcast from within the app.
2. Input the desired configuration, then select Send.
| UI Element | Description |
| Message | Choose what message will be delivered to your agents. |
| Recipients | Choose who will receive the message from within your agents that have access to the app. |
| Priority message | Choose to interrupt your agents with a large pop-up window. |
Your broadcast should now be sent as a pop-up notification to the agents listed as a recipient and will remain in their notification feed until dismissed.
Pop-up notification (non-priority):
Pop-up notification (priority):
Notification feed:
If you have any issues with the app, please reach out to our support team at support@sweethawk.com for assistance.
Once you've allowed it, notifications that fire from that point on should also come through as Chrome or Firefox notifications (depending on your browser). Note that this needs to be enabled individually for each agent that wants to receive them. 
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