The Broadcast app allows Zendesk admins to send real-time announcements directly to agents inside Zendesk.
Broadcasts are ideal for operational updates such as outages, maintenance notices, urgent incidents, and internal announcements.
Unlike the Notify app, Broadcast messages are typically sent manually by an admin rather than triggered automatically from ticket updates, although they can also be launched using SweetHawk Actions.
Creating a Broadcast
To create a new broadcast:
- Open the Broadcast app in Zendesk
- Go to Messages
- Click New message
You can then configure:
- Subject
- Message body
- Priority (see below)
- Expiry date (optional)
- Recipients
Recipients can include:
- All agents
- Zendesk groups
- Specific agents
Once published, the message is immediately delivered inside Zendesk.
Priority Levels
Broadcast supports four priority levels, with each provides a different popup notification style, label and colour in the top bar app.
A "Normal" priority broadcast:
An "Urgent" priority broadcast will pop out the entire top bar app which interrupts the agent:
Viewing Broadcast Delivery Status
Broadcast includes delivery tracking so admins can monitor engagement with announcements.
For each message, you can view:
- When the message was delivered
- When the agent viewed it
- When the message was dismissed
This provides visibility into whether important announcements were actually seen by agents.
The delivery log is available directly within the Broadcast app.