How to alert agents of new Zendesk Messaging replies with Notify

This guide walks you through creating a popup notification that will alert the ticket assignee when a customer sends a new reply in Zendesk messaging using the SweetHawk Notify app. Regardless of what the agent is doing, they will receive an alert on the top right of Zendesk and optionally a browser popup and sound.

Step 1. Create the Zendesk messaging trigger

We will leverage Zendesk messaging triggers to update the ticket when a customer sends a new message.

In the Zendesk Admin Center, navigate to Objects and rules → Business Rules → Messaging Triggers and click Create trigger on the top right.

In the new messaging trigger, define the following:

• Run only once per ticket: Unchecked
• Run trigger: When a message is sent

Conditions

• Sender type - is - Customer

Actions

• Add tag - notify_customer_messaged

Click Save.

Step 2. Create the notification template in Notify app

In Zendesk Support, open the Notify app from the left side colored pane and then click Add template on the top right of the app.

In the New notification box, define the following:

• Trigger or automation - (new trigger)
• Message - the message in the popup (such as 'Message received from customer')
• Recipients - who will receive the popup. Usually this will be the ticket assignee.
• Toggle Require agent to dismiss pop-up if you want the popup to appear until the agent closes it.

Click Save.

Step 3. Update the trigger that sends the notification

Now that the notification template is created, we will need to update the new trigger to fire when the messaging trigger adds the tag when a customer sends a new message.

In the Notify app, click the 3 dots on the far right of the notification template you just created and select Edit trigger:

In the new trigger, update the conditions and actions to the following:

Trigger Conditions

Meet ALL of the following conditions

Trigger Actions

In the Actions section of the trigger, add an action to Remove the tag once the notification has been sent:

Ensure the Notify webhook is not modified and left as an action.

Click Save.

Step 4. Test!

You're all set! Create a new messaging ticket and, whenever a customer sends a message, the Notify app will display a popup notification to the ticket assignee.