Question

Can I receive desktop or browser notifications when tickets are created or updated?

Answer

Notifications vary according to the type of agent interface your account has enabled.

If your account has the Zendesk Agent Workspace and social messaging channels or web messaging channels enabled, your agents can rely on the notifications list to show their count of unread messaging tickets.

From the Agent Workspace, when the ticket tab is closed, message notifications for messaging are available through the notification list. When the ticket tab is opened but not in focus on the desktop, desktop browser notifications configured for Chat will appear. Any non-assignee and Chat enabled agent that has a ticket open would receive desktop browser notifications on replies from another agent or end-user as well.

If you use live chat, there is a broad range of notification types that you can customize.

If you use voice, browser notifications occur by default for Chrome and Firefox if your settings allow notifications.

If your account uses the standard agent interface, Zendesk doesn't natively support desktop or browser notifications when tickets are created or updated. Instead, Zendesk sends notifications through email using triggers. An example of such a trigger is the default Notify assignee of comment update trigger.

Another alternative is looking for third-party apps in the Zendesk Marketplace that can provide this sort of functionality, such as Notify.

Disclaimer: Zendesk can't provide support for third-party apps. Reach out to the app developer's support email address under App details in the Marketplace or try searching for a solution online.