Getting Started

80 Views Desktop Notifications

Desktop Notifications alert users when there is a new ticket, a ticket reply or a chat message. When desktop notifications are activated, agents and customers will receive notifications on their desktop.


How do I activate Desktop Notifications?

To activate Desktop Notifications,

  1. Login to your Support portal
  2. Navigate to Settings, click on System notifications under "Business rules"

     
  3. Scroll down to the section Send a desktop notification when
  4. Check notifications that you want to send

     
  5. Click Confirm to save settings


This is how desktop notifications looks like:

Notifications explained:

Customers

  • a ticket is opened: Customer receives a notification when a new ticket is opened ( by himself or an agent on his behalf)
  • there's a reply to a ticket: The system alerts the customer when agents reply to his tickets
  • there's a new chat message: Customer gets an alert every time a message is sent by the agent whom he is having a conversation with

Agents

  • a ticket is opened: Agent receives notification when a new ticket is assigned to him
  • there's a reply to a ticket: The system alerts agent when there is a new reply added by a customer whose ticket he is dealing with
  • there's a new chat message: Agent gets an alert every time customer pings
  • there's a new ticket to assign: All agents will receive a notification when there is a new ticket to assign
  • there's a new ticket to assign: Team leader (who leads an agent group) will receive a notification when a new ticket is routed to his group

 

Note:

  • You need to have your support portal open in your browser to receive desktop alerts
     
  • Make sure you enable desktop notification when prompted by your browser

     
  • You can deactivate a notificatons that you don't want just by unchecking the check box