Using the notifications list to manage conversations

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<p id="docs-hc-snippet" style="display: none;">This article describes how to use your notifications list to manage conversations in the Zendesk Agent Workspace. The notifications list works for both messaging and email conversations. It also works for reopened messaging tickets. To use this feature, you must have notificationsturned on.</p>
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Use the notifications list to manage messaging and email conversations
by tracking
new replies, ticket assignments, reopened tickets, and @mentions. The
notification list
helps you prioritize and respond to tickets effectively. You can mute
notifications for focused work and unmute when ready.
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<div class="body">

<p class="p">This article describes how to use your notifications list to manage conversations in the Zendesk
Agent Workspace. The notifications list works for both messaging and email conversations. It
also works for reopened messaging tickets. To use this feature, you must have notifications
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11050070226714" target="_blank">turned on</a>. </p>
<p class="p">This article includes the following sections:</p>
<ul class="ul" id="topic-1__ul_wmq_pzx_smb">
<li class="li"><a class="xref" href="#topic_ltk_hzx_smb">About the notifications list</a></li>
<li class="li"><a class="xref" href="#topic_gww_y5x_smb">Opening the notifications list</a></li>
<li class="li"><a class="xref" href="#topic_gfh_dyl_tjc">Muting notifications</a></li>
</ul>
<div class="p">
<strong class="ph b">Related articles</strong><ul class="ul" id="topic-1__ul_l1f_fcm_tkb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11050070226714" target="_blank">Managing ticket notification settings in Admin Center</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">About the Zendesk Agent Workspace</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ltk_hzx_smb">
<h2 class="title topictitle2" id="ariaid-title2">About the notifications list</h2>
<div class="body">
<p class="p">As a busy agent, you may have to manage multiple conversations at the same time. Because
customers expect timely responses, Support tickets include a <em class="ph i">notification list</em> to
keep you on-track with your customers. Used in conjunction with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844108826" target="_blank">ticket tabs</a>, the notifications list is a valuable tool to help you
manage your conversations and quickly reply to requests.</p>
<p class="p" dir="ltr">The notifications list includes these features: </p>
<ul class="ul" id="topic_ltk_hzx_smb__ul_k1l_bck_zhc">
<li class="li" dir="ltr">Notifications appear in chronological order and include time-based list
dividers</li>
<li class="li" dir="ltr">Read and unread status indicators</li>
<li class="li">A toggle to show unread events only</li>
<li class="li">A button to mark all notifications as read</li>
<li class="li" dir="ltr">Aggregated updates related to the same ticket</li>
<li class="li">A button to temporarily mute notifications</li>
</ul>
<p class="p">The notifications list is updated whenever an end user replies to one of your tickets, but
you don't have the ticket open in the workspace. The list keeps you up-to-date on new
conversation assignments, new replies from end users, and @mentions from other agents. The
list also includes notifications for reopened messaging tickets, helping you to prioritize
these responses. </p>
<p class="p" dir="ltr">In addition to updating the notifications list, you'll receive an audio alert
when a notification occurs and the favicon in your browser tab changes to show a blue dot
and exclamation point (!). This helps you to notice unread updates when you are working in
another browser tab or with other applications.</p>
<p class="p"><img class="image" id="topic_ltk_hzx_smb__image_zk4_qyl_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_notif_favicon_on.png" width="600"></p>
<p class="p">Examples of events that cause updates to the notifications list
include:</p>
<div class="p">
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_ltk_hzx_smb__simpletable_t1r_z5b_lkc" summary="">
<col style="width:66.21621621621621%">
<col style="width:33.78378378378378%">
<thead>
<tr class="sthead">
<th class="stentry" id="d89e128" style="vertical-align:bottom;text-align:left;">Event</th>
<th class="stentry" id="d89e131" style="vertical-align:bottom;text-align:left;">Conversation type</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d89e128" style="vertical-align:top;">A ticket is assigned to you by another agent.​</td>
<td class="stentry" headers="d89e131" style="vertical-align:top;">Email, Messaging</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d89e128" style="vertical-align:top;">A visitor (end user) replies to a ticket you are currently assigned.​</td>
<td class="stentry" headers="d89e131" style="vertical-align:top;">Email, Messaging</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d89e128" style="vertical-align:top;">Another agent @mentions you in another ticket.​</td>
<td class="stentry" headers="d89e131" style="vertical-align:top;">Email, Messaging</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d89e128" style="vertical-align:top;">Another agent replies to a ticket you are currently assigned.​</td>
<td class="stentry" headers="d89e131" style="vertical-align:top;">Messaging</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d89e128" style="vertical-align:top;">A visitor replies to a ticket you are following (but not necessarily
assigned).​</td>
<td class="stentry" headers="d89e131" style="vertical-align:top;">Messaging</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d89e128" style="vertical-align:top;">Another agent replies to a ticket you are following.​</td>
<td class="stentry" headers="d89e131" style="vertical-align:top;">Messaging</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d89e128" style="vertical-align:top;">One of your messaging tickets is reopened.</td>
<td class="stentry" headers="d89e131" style="vertical-align:top;">Messaging</td>
</tr>
</tbody>
</table>
</div>
<div class="note">
<span class="notetitle">Note:</span> Notifications for a ticket will no longer be sent after the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042-About-ending-messaging-sessions" target="_blank">messaging session has ended</a> or the ticket is closed
or solved.</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_gww_y5x_smb">
<h2 class="title topictitle2" id="ariaid-title3">Opening the notifications list</h2>
<div class="body">
<p class="p">When one of your assigned tickets receives a new reply from an end user, you'll see a
notification at the top of the workspace and the notifications icon is updated to show your
count of unread tickets. For example, if you have 10 unread conversations spread across
three tickets, the count shows as 3. </p>
<p class="p"><img class="image img-screenshot" id="topic_gww_y5x_smb__image_b5t_4zl_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_notifications_bar.png" width="400"></p>
<p class="p"><strong class="ph b">To open the notifications list</strong></p>
<ol class="ol" id="topic_gww_y5x_smb__ol_p55_hvx_smb">
<li class="li">Click the notifications icon (<img class="image" id="topic_gww_y5x_smb__image_xht_cdy_smb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_notifications_icon.png" width="16">) at the top of the ticket window.<p class="p">A list of
notifications appears. </p>
<p class="p"><img class="image img-screenshot" id="topic_gww_y5x_smb__image_hlm_f2y_smb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_notifications_list3.png" width="600"></p>
<p class="p">You can
quickly see which conversations are unread. Notifications in the list include an icon to
show the channel, the name (or ID) of the user sending the reply, the time the reply was
sent, and the first line of the reply. </p>
<p class="p">This list also shows you ticket
assignments. For example:</p>
<p class="p"><img class="image img-screenshot" id="topic_gww_y5x_smb__image_sk1_tpf_tmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_notifications_ticket_assignment.png" width="250"></p>
</li>
<li class="li">Click a notification to open the ticket, view conversation details and reply.<p class="p">Once you
click a notification and open the ticket, it's removed from the list. Notifications for
solved or closed tickets are automatically removed from the notifications list, so you
can focus on what needs to be done.</p>
</li>
<li class="li">To close the list, click the notifications icon (<img class="image" id="topic_gww_y5x_smb__image_ad3_yp4_5mb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_notifications_icon.png" width="16">) again.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_gfh_dyl_tjc">
<h2 class="title topictitle2" id="ariaid-title4">Muting notifications</h2>
<div class="body">
<p class="p">Agents can mute notifications for a set period of time when they need focused,
uninterrupted work sessions.</p>
<div class="note" id="topic_gfh_dyl_tjc__note_fr5_hcl_hkc">
<span class="notetitle">Note:</span> To change the volume for your in-product notification sounds, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11050070226714" target="_blank">Managing ticket notification settings</a>.</div>
<p class="p"><strong class="ph b">To mute notifications</strong></p>
<ol class="ol" id="topic_gfh_dyl_tjc__ol_e22_s1m_tjc">
<li class="li">Click the notifications icon (<img class="image" id="topic_gfh_dyl_tjc__image_u1k_51m_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_notifications_icon.png" width="16">) at the top of the ticket window.<p class="p">A list of
notifications appears.</p>
</li>
<li class="li">Click the mute icon (<img class="image" id="topic_gfh_dyl_tjc__image_xsx_x1m_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_uc_clock.png" width="16">) and select a mute time.<p class="p"><img class="image img-screenshot" id="topic_gfh_dyl_tjc__image_bhq_bbm_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_notif_mute_annoc.png" width="300"></p>
<p class="p">If you select
<strong class="ph b">Until tomorrow</strong>, the mute expires after 24 hours. </p>
<p class="p">After you select a mute
time, the notifications icon (<img class="image" id="topic_gfh_dyl_tjc__image_yvj_3bm_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_notifications_icon.png" width="16">) at the top of the ticket window changes to show
notifications are muted.</p>
<p class="p"><img class="image img-screenshot" id="topic_gfh_dyl_tjc__image_gy4_kbm_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_uc_notification_muted.png" width="300"></p>
<p class="p">When
notifications are muted, new notifications are added to your list, but you won't hear
notification sounds or see notification alert messages in your browser. The mute
automatically expires after the time specified. </p>
<p class="p">To see how much longer before the
mute expires, hold your mouse pointer over the mute icon <img class="image" id="topic_gfh_dyl_tjc__image_aq2_k2m_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_uc_clock.png" width="16">.</p>
<p class="p"><img class="image img-screenshot" id="topic_gfh_dyl_tjc__image_uzy_4dm_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_notif_mute_expires.png" width="400"></p>
</li>
</ol>
<p class="p">In some cases, you may want to unmute notifications before the mute time expires.</p>
<p class="p"><strong class="ph b">To unmute notifications</strong></p>
<ol class="ol" id="topic_gfh_dyl_tjc__ol_w4z_1cm_tjc">
<li class="li">Click the notifications icon (<img class="image" id="topic_gfh_dyl_tjc__image_vxx_bcm_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_notifications_icon.png" width="16">) at the top of the ticket window.</li>
<li class="li">Click the mute icon (<img class="image" id="topic_gfh_dyl_tjc__image_zgl_2cm_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_uc_clock.png" width="16">) in the notifications list and select <strong class="ph b">Turn off
mute</strong> from the menu.<p class="p"><img class="image img-screenshot" id="topic_gfh_dyl_tjc__image_opc_nls_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_notif_unmute.png" width="150"></p>
</li>
</ol>
</div>
</div>
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