Using notifications in the Zendesk Support mobile app

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<p class="p">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.</p>
<p class="p">This article includes the following topics:</p>
<div class="p">
<ul class="ul" id="topic_lp3_yhq_tx__ul_yk2_yb4_xx">
<li class="li"><a class="xref" href="#topic_clg_2zq_tx">Configuring notifications</a></li>
<li class="li"><a class="xref" href="#topic_nzx_fzq_tx">Receiving alerts and viewing
notifications</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="topic_lp3_yhq_tx__ul_xjw_14s_wx">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846407066" target="_blank">About the Zendesk Support mobile app</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833959706" target="_blank">Working with tickets and views in the Zendesk Support mobile
app</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_clg_2zq_tx">
<h2 class="title topictitle2" id="ariaid-title2">Configuring notifications</h2>
<div class="body">
<p class="p">You can configure a number of notification options on the notifications setting screen of
the app, including:</p>
<div class="p">
<ul class="ul" id="topic_clg_2zq_tx__ul_ilj_yn2_qkb">
<li class="li"><a class="xref" href="#topic_pyk_l42_qkb">Configure which ticket actions trigger
notifications</a></li>
<li class="li"><a class="xref" href="#topic_lgs_442_qkb">Select groups that trigger notifications
when a ticket is created or updated in them</a></li>
<li class="li"><a class="xref" href="#topic_tc1_p42_qkb">Set a schedule for receiving
notifications</a></li>
</ul>
</div>
<p class="p"><strong class="ph b">To open the notifications settings screen</strong></p>
<div class="p">
<ol class="ol">
<li class="li">
<strong class="ph b">iOS users</strong>: Tap the settings icon (<img class="image" id="topic_clg_2zq_tx__image_hs5_ypm_5x" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_settings_icon.png">) in the bottom toolbar.<p class="p"><strong class="ph b">Android users</strong>: Open the left
navigation menu, then tap the settings icon (<img class="image" id="topic_clg_2zq_tx__image_zjh_3m2_qkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_settings_icon.png">).</p>
</li>
<li class="li">Tap <strong class="ph b">Notifications</strong>.<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_clg_2zq_tx__table_wfw_tmt_wx" rules="all" summary="">
<colgroup>
<col style="width:260">
<col style="width:260">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e137" style="text-align:center;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d52e141" style="text-align:center;"><strong class="ph b">Android</strong></th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e137" style="text-align:center;"><img class="image img-screenshot" id="topic_clg_2zq_tx__image_azy_x52_qkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_notifications_settings_screen_ios.png" width="200"></td>
<td class="entry cellrowborder" headers="d52e141" style="text-align:center;"><img class="image img-screenshot" id="topic_clg_2zq_tx__image_s1q_z52_qkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_notifications_settings_screen_android.png" width="200"></td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_pyk_l42_qkb">
<h3 class="title topictitle3" id="ariaid-title3">Configuring which ticket actions trigger notifications</h3>
<div class="body">
<p class="p">You can choose which ticket actions and conditions will trigger a notification in the
app.</p>
<p class="p"><strong class="ph b">To configure which notifications you receive</strong></p>
<div class="p">
<ul class="ul" id="topic_pyk_l42_qkb__ol_dlg_2zq_tx">
<li class="li">On the notifications settings screen, tap the toggle buttons to enable or disable
the notification types as needed:<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_pyk_l42_qkb__table_elg_2zq_tx" rules="all" summary="">
<colgroup>
<col style="width:50.495049504950494%">
<col style="width:49.504950495049506%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e199" style="text-align:left;"><strong class="ph b">Option</strong></th>
<th class="entry cellrowborder" id="d52e203"><strong class="ph b">You'll receive a notification when...</strong></th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e199" style="text-align:left;">Enable notifications</td>
<td class="entry cellrowborder" headers="d52e203">...if <strong class="ph b">On</strong>, in alignment with the options below.<p class="p">...if
<strong class="ph b">Off</strong>, you will not receive any notifications.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e199" style="text-align:left;">All new tickets</td>
<td class="entry cellrowborder" headers="d52e203">...a ticket is created for the subdomain you are signed in to via the
mobile app, regardless of ticket status or assignment.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e199" style="text-align:left;">Tickets I'm following</td>
<td class="entry cellrowborder" headers="d52e203">...you are added as a follower to a ticket.<p class="p">...a ticket you are
following is updated.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e199" style="text-align:left;">Tickets I'm CC'd on</td>
<td class="entry cellrowborder" headers="d52e203">...you are added as a CC to a ticket.<p class="p">...a ticket that you are CC’d
on has a new comment.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e199" style="text-align:left;">Tickets assigned to me</td>
<td class="entry cellrowborder" headers="d52e203">...a ticket is assigned to you.<p class="p">...a ticket that is assigned to you
has a new comment.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e199" style="text-align:left;">My groups</td>
<td class="entry cellrowborder" headers="d52e203">
<p class="p" dir="ltr">...a ticket is assigned to one of your groups.</p>
...a
ticket that is assigned to one of your groups has a new comment.<p class="p">See
Selecting which groups trigger notifications for more
information.</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_lgs_442_qkb">
<h3 class="title topictitle3" id="ariaid-title4">Selecting which groups trigger notifications</h3>
<div class="body">
<p class="p">If you are a member of one or more <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894175130" target="_blank">groups</a>, you can select which group's notifications you receive
through the mobile app when a ticket assigned to that group is created or updated.</p>
<p class="p">The steps for configuring this setting differ for <a class="xref" href="#topic_lgs_442_qkb__ol_vpl_rr2_qkb">iOS</a> and <a class="xref" href="#topic_lgs_442_qkb__ol_b55_ls2_qkb">Android</a> users.</p>
<p class="p"><strong class="ph b">iOS users: To select which groups trigger notifications</strong></p>
<div class="p">
<ol class="ol" id="topic_lgs_442_qkb__ol_vpl_rr2_qkb">
<li class="li">On the notifications settings screen, locate the My Groups section.</li>
<li class="li">Tap the option you want to enable:<div class="p">
<ul class="ul" id="topic_lgs_442_qkb__ul_lg3_4s2_qkb">
<li class="li">Tap <strong class="ph b">All groups</strong> if you want to receive notifications from all of your
member groups.</li>
<li class="li">Tap <strong class="ph b">Select groups</strong> if you want to receive notifications from a subset of
your member groups, and go to step 3.</li>
</ul>
</div>
</li>
<li class="li">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.<p class="p">In the My
Groups section, a check mark appears next to your group notification
selection:</p>
<p class="p"><img class="image img-screenshot" id="topic_lgs_442_qkb__image_mxg_dv2_qkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_notifications_groups_ios.png" width="200"></p>
</li>
</ol>
</div>
<p class="p"><strong class="ph b">Android users: To select which groups trigger notifications</strong></p>
<div class="p">
<ol class="ol" id="topic_lgs_442_qkb__ol_b55_ls2_qkb">
<li class="li">On the notifications settings screen, tap the <strong class="ph b">Tickets assigned to my groups</strong>
option.</li>
<li class="li">Tap the option you want to enable:<div class="p">
<ul class="ul" id="topic_lgs_442_qkb__ul_dtp_5t2_qkb">
<li class="li">Tap <strong class="ph b">All groups</strong> if you want to receive notifications from all of your
member groups.</li>
<li class="li">Tap <strong class="ph b">Select groups</strong> if you want to receive notifications from a subset of
your member groups, and go to step 3.</li>
</ul>
</div>
</li>
<li class="li">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.<p class="p">Your selected
groups appear under the Tickets assigned to my groups option:</p>
<p class="p"><img class="image img-screenshot" id="topic_lgs_442_qkb__image_gsb_cv2_qkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_notifications_groups_android.png" width="200"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_tc1_p42_qkb">
<h3 class="title topictitle3" id="ariaid-title5">Setting a schedule for receiving notifications</h3>
<div class="body">
<p class="p">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.</p>
<p class="p">The steps for configuring this setting differ for <a class="xref" href="#topic_tc1_p42_qkb__ol_lw3_jfk_qkb">iOS</a> and <a class="xref" href="#topic_tc1_p42_qkb__ol_t5m_jfk_qkb">Android</a> users.</p>
<p class="p"><strong class="ph b">iOS users: To set a notification schedule</strong></p>
<div class="p">
<ol class="ol" id="topic_tc1_p42_qkb__ol_lw3_jfk_qkb">
<li class="li">On the notifications settings screen, locate the <strong class="ph b">Notification Frequency</strong>
section.</li>
<li class="li">Tap the option you want to enable:<div class="p">
<ul class="ul" id="topic_tc1_p42_qkb__ul_tyd_nfk_qkb">
<li class="li">Tap <strong class="ph b">Always</strong> to receive notifications whenever your phone is on and has a
network connection.</li>
<li class="li">Tap <strong class="ph b">During specific hours</strong> to receive notifications only on the days,
and times of day, specified, and go to step 3. </li>
</ul>
</div>
</li>
<li class="li">On the Specify hours screen, tap the <strong class="ph b">From</strong> and <strong class="ph b">To</strong> options and use the
time picker and day of the week boxes to set your notification hours:<p class="p"><img class="image img-screenshot" id="topic_tc1_p42_qkb__image_ucv_jlk_qkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_specify_hours_ios.png" width="200"></p>
</li>
<li class="li">Tap the check mark in the upper-right corner to save your schedule. Your
notifications schedule appears in the Notification Frequency section:<p class="p"><img class="image img-screenshot" id="topic_tc1_p42_qkb__image_ijy_klk_qkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_notification_frequency_ios.png" width="200"></p>
</li>
</ol>
</div>
<p class="p"><strong class="ph b">Android users: To set a notification schedule</strong></p>
<div class="p">
<ol class="ol" id="topic_tc1_p42_qkb__ol_t5m_jfk_qkb">
<li class="li">On the notifications settings screen, tap the <strong class="ph b">Notification frequency</strong>
option.</li>
<li class="li">Tap the option you want to enable:<div class="p">
<ul class="ul" id="topic_tc1_p42_qkb__ul_lcl_4mk_qkb">
<li class="li">Tap <strong class="ph b">Always</strong> to receive notifications whenever your phone is on and has a
network connection.</li>
<li class="li">Tap <strong class="ph b">Specific times</strong> to receive notifications only on the days, and times
of day, specified, and go to step 3. </li>
</ul>
</div>
</li>
<li class="li">On the Specific hours screen, tap the <strong class="ph b">From</strong> and <strong class="ph b">To</strong> options and use the
time picker and day of the week boxes to set your notification hours:<p class="p"><img class="image img-screenshot" id="topic_tc1_p42_qkb__image_qdr_jnk_qkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_specific_times_android.png" width="200"></p>
</li>
<li class="li">Tap the check mark in the upper-right corner to save your schedule. Your
notifications schedule appears in the Frequency section:<p class="p"><img class="image img-screenshot" id="topic_tc1_p42_qkb__image_z2w_tnk_qkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_frequency_setting_android.png" width="200"></p>
</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_nzx_fzq_tx">
<h2 class="title topictitle2" id="ariaid-title6">Receiving alerts and viewing notifications</h2>
<div class="body">
<p class="p">You are <a class="xref" href="#topic_gnx_1nl_qkb">alerted to new notifications</a>
in one or more of the following ways:</p>
<div class="p">
<ul class="ul" id="topic_nzx_fzq_tx__ul_dw3_mml_qkb">
<li class="li">Push notification </li>
<li class="li">Mobile app icon indicator</li>
<li class="li">In-app indicator</li>
</ul>
</div>
<p class="p">You can also <a class="xref" href="#topic_rcp_x4l_qkb">view a full list of
notifications</a> in the mobile app.</p>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_gnx_1nl_qkb">
<h3 class="title topictitle3" id="ariaid-title7">Receiving notification alerts</h3>
<div class="body">
<p class="p">The tables below show how the different notification alerts are received on your iOS or
Android device.</p>
<p class="p"><strong class="ph b">Push notification</strong></p>
<p class="p">Push notifications appear on your home screen. You can open the referenced ticket
directly by tapping the alert.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_gnx_1nl_qkb__table_wpx_fb4_xx" rules="all" summary="">
<colgroup>
<col style="width:260">
<col style="width:260">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e600" style="text-align:center;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d52e604" style="text-align:center;"><strong class="ph b">Android</strong></th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e600" style="text-align:center;"><img class="image img-screenshot" id="topic_gnx_1nl_qkb__image_cj1_bxm_5x" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_push_notification.png"></td>
<td class="entry cellrowborder" headers="d52e604" style="text-align:center;"><img class="image img-screenshot" id="topic_gnx_1nl_qkb__image_n5h_hb4_xx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_android_push_notification.png"></td>
</tr>
</tbody>
</table>
</div>
</div>
<p class="p"><strong class="ph b">Mobile app icon indicator</strong></p>
<p class="p">This alert appears on the mobile app icon on your home screen. Tapping the icon opens the
app as normal.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_gnx_1nl_qkb__table_vml_n3l_qkb" rules="all" summary="">
<colgroup>
<col style="width:260">
<col style="width:260">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e647" style="text-align:center;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d52e651" style="text-align:center;"><strong class="ph b">Android</strong></th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e647" style="text-align:center;"><img class="image" id="topic_gnx_1nl_qkb__image_a4w_hxm_5x" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_notification_homescreen.png"></td>
<td class="entry cellrowborder" headers="d52e651" style="text-align:center;"><img class="image" id="topic_gnx_1nl_qkb__image_k5w_r3l_qkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_icon_notification_example_android.png" width="50"></td>
</tr>
</tbody>
</table>
</div>
</div>
<p class="p"><strong class="ph b">In-app indicator</strong></p>
<p class="p">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).</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_gnx_1nl_qkb__table_l3q_bvl_qkb" rules="all" summary="">
<colgroup>
<col style="width:260">
<col style="width:260">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e693" style="text-align:center;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d52e697" style="text-align:center;"><strong class="ph b">Android</strong></th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e693" style="text-align:center;"><img class="image img-screenshot" id="topic_gnx_1nl_qkb__image_bff_yvl_qkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_app_notification_alert_ios.png" width="50"></td>
<td class="entry cellrowborder" headers="d52e697" style="text-align:center;"><img class="image img-screenshot" id="topic_gnx_1nl_qkb__image_pqr_yvl_qkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_app_notification_alert_android.png" width="50"></td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_rcp_x4l_qkb">
<h3 class="title topictitle3" id="ariaid-title8">Viewing notifications in the mobile app</h3>
<div class="body">
<p class="p">The steps for viewing notifications setting differ for iOS and Android users.</p>
<p class="p"><strong class="ph b">To view notifications</strong></p>
<div class="p">
<ul class="ul" id="topic_rcp_x4l_qkb__ul_l2k_kwl_qkb">
<li class="li">
<strong class="ph b">iOS users</strong>: Tap the notifications icon in the bottom toolbar.</li>
<li class="li">
<strong class="ph b">Android users:</strong> Tap the options menu, then tap <strong class="ph b">Notifications</strong>.</li>
</ul>
</div>
<p class="p">Notifications are listed, newest first, on the Notifications screen. You can update the
Notifications list by pulling from the top of the screen.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_rcp_x4l_qkb__table_xml_cz5_wx" rules="all" summary="">
<colgroup>
<col style="width:260">
<col style="width:260">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e770" style="text-align:center;"><strong class="ph b">iOS</strong></th>
<th class="entry cellrowborder" id="d52e774" style="text-align:center;"><strong class="ph b">Android</strong></th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e770" style="text-align:center;"><img class="image img-screenshot" id="topic_rcp_x4l_qkb__image_pxs_pwl_qkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_notifications_screen_ios.png" width="200"></td>
<td class="entry cellrowborder" headers="d52e774" style="text-align:center;"><img class="image img-screenshot" id="topic_rcp_x4l_qkb__image_w1q_qwl_qkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/mobile_notifications_screen_android.png" width="200"></td>
</tr>
</tbody>
</table>
</div>
</div>
<p class="p"><strong class="ph b">To view the ticket associated with a notification</strong></p>
<div class="p">
<ul class="ul" id="topic_rcp_x4l_qkb__ul_bpl_y1n_5x">
<li class="li">Tap the notification to open the ticket.</li>
</ul>
</div>
<p class="p"><strong class="ph b">To mark all notifications for a ticket as read</strong></p>
<div class="p">
<ul class="ul" id="topic_rcp_x4l_qkb__ul_cj5_cbn_5x">
<li class="li">Tap the double check mark in the top-right corner of the screen.</li>
</ul>
</div>
<p class="p">Individual notifications are marked as read in any of the following ways:</p>
<div class="p">
<ul class="ul" id="topic_rcp_x4l_qkb__ul_ec3_c2j_yx">
<li class="li">Tap the push notification</li>
<li class="li">Tap the notification on the Notification screen</li>
<li class="li">View the ticket in the mobile app or via the desktop</li>
</ul>
<div class="note note">
<span class="notetitle">Note:</span> When a notification is marked as read, all other unviewed notifications for that
ticket are also marked as read.</div>
</div>
</div>
</div>
</div>