Using notifications in the Zendesk Support mobile app


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You can configure your notification preferences for the Zendesk Support mobile app. When a
Zendesk event occurs, a mobile push notification is sent based on the event type, user
settings, and registered devices.
This article includes the following topics:


Configuring notifications
Receiving alerts and viewing
notifications


Related articles:


About the Zendesk Support mobile app
Working with tickets and views in the Zendesk Support mobile
app




Configuring notifications

You can configure a number of notification options on the notifications setting screen of
the app, including:


Configure which ticket actions trigger
notifications
Select groups that trigger notifications
when a ticket is created or updated in them
Set a schedule for receiving
notifications


To open the notifications settings screen



iOS users: Tap the settings icon ( ) in the bottom toolbar. Android users: Open the left
navigation menu, then tap the settings icon ( ).

Tap Notifications.








iOS
Android
















Configuring which ticket actions trigger notifications

You can choose which ticket actions and conditions will trigger a notification in the
app.
To configure which notifications you receive


On the notifications settings screen, tap the toggle buttons to enable or disable
the notification types as needed:








Option
You'll receive a notification when...




Enable notifications
...if On, in alignment with the options below. ...if
Off, you will not receive any notifications.



All new tickets
...a ticket is created for the subdomain you are signed in to via the
mobile app, regardless of ticket status or assignment.


Tickets I'm following
...you are added as a follower to a ticket. ...a ticket you are
following is updated.



Tickets I'm CC'd on
...you are added as a CC to a ticket. ...a ticket that you are CC’d
on has a new comment.



Tickets assigned to me
...a ticket is assigned to you. ...a ticket that is assigned to you
has a new comment.



My groups

...a ticket is assigned to one of your groups.
...a
ticket that is assigned to one of your groups has a new comment. See
Selecting which groups trigger notifications for more
information.












Selecting which groups trigger notifications

If you are a member of one or more groups, you can select which group's notifications you receive
through the mobile app when a ticket assigned to that group is created or updated.
The steps for configuring this setting differ for iOS and Android users.
iOS users: To select which groups trigger notifications


On the notifications settings screen, locate the My Groups section.
Tap the option you want to enable:

Tap All groups if you want to receive notifications from all of your
member groups.
Tap Select groups if you want to receive notifications from a subset of
your member groups, and go to step 3.



On the Select groups screen, tap to select the groups you want to receive
notifications from, then tap the check mark in the upper-right corner. In the My
Groups section, a check mark appears next to your group notification
selection:




Android users: To select which groups trigger notifications


On the notifications settings screen, tap the Tickets assigned to my groups
option.
Tap the option you want to enable:

Tap All groups if you want to receive notifications from all of your
member groups.
Tap Select groups if you want to receive notifications from a subset of
your member groups, and go to step 3.



On the Select groups screen, tap the check boxes for the groups you want to receive
notifications from, then tap the check mark in the upper-right corner. Your selected
groups appear under the Tickets assigned to my groups option:







Setting a schedule for receiving notifications

You can opt to receive notifications whenever your phone is on and has a network
connection, or to receive them only on the days and times of day specified.
The steps for configuring this setting differ for iOS and Android users.
iOS users: To set a notification schedule


On the notifications settings screen, locate the Notification Frequency
section.
Tap the option you want to enable:

Tap Always to receive notifications whenever your phone is on and has a
network connection.
Tap During specific hours to receive notifications only on the days,
and times of day, specified, and go to step 3.



On the Specify hours screen, tap the From and To options and use the
time picker and day of the week boxes to set your notification hours:

Tap the check mark in the upper-right corner to save your schedule. Your
notifications schedule appears in the Notification Frequency section:



Android users: To set a notification schedule


On the notifications settings screen, tap the Notification frequency
option.
Tap the option you want to enable:

Tap Always to receive notifications whenever your phone is on and has a
network connection.
Tap Specific times to receive notifications only on the days, and times
of day, specified, and go to step 3.



On the Specific hours screen, tap the From and To options and use the
time picker and day of the week boxes to set your notification hours:

Tap the check mark in the upper-right corner to save your schedule. Your
notifications schedule appears in the Frequency section:







Receiving alerts and viewing notifications

You are alerted to new notifications
in one or more of the following ways:


Push notification
Mobile app icon indicator
In-app indicator


You can also view a full list of
notifications in the mobile app.


Receiving notification alerts

The tables below show how the different notification alerts are received on your iOS or
Android device.
Push notification
Push notifications appear on your home screen. You can open the referenced ticket
directly by tapping the alert.









iOS
Android











Mobile app icon indicator
This alert appears on the mobile app icon on your home screen. Tapping the icon opens the
app as normal.









iOS
Android











In-app indicator
The in-app indicator appears inside the mobile app, on either the Notifications icon
(iOS) or on the Options menu in the upper-left screen (Android).









iOS
Android














Viewing notifications in the mobile app

The steps for viewing notifications setting differ for iOS and Android users.
To view notifications



iOS users: Tap the notifications icon in the bottom toolbar.

Android users: Tap the options menu, then tap Notifications.


Notifications are listed, newest first, on the Notifications screen. You can update the
Notifications list by pulling from the top of the screen.









iOS
Android











To view the ticket associated with a notification


Tap the notification to open the ticket.


To mark all notifications for a ticket as read


Tap the double check mark in the top-right corner of the screen.


Individual notifications are marked as read in any of the following ways:


Tap the push notification
Tap the notification on the Notification screen
View the ticket in the mobile app or via the desktop


Note: When a notification is marked as read, all other unviewed notifications for that
ticket are also marked as read.



