Plan requirement
| Subscription | Any plan |
| Access | Agent |
Zendesk can email you about every ticket you touch. Deciding what you actually want to hear about is worth ten minutes.
Where the notifications come from
Most agent notifications are not a personal preference at all. They are triggers your admin built: notify assignee of a comment update, notify group of an assignment, and so on. That surprises people who go looking for a settings page and find less than they expected.
What you can control yourself sits in your profile, reached from your avatar top right.
Set what you can
- Open your profile.
- Find the notification settings.
- Choose whether you want browser notifications, and for messaging and calls, whether you want sound.
If you get too much, or too little
The lever is usually a trigger, not a setting, which means it is an admin change and it affects everyone on that trigger rather than just you. Worth raising as a team question rather than a personal one: if the volume is wrong for you it is probably wrong for your colleagues too.
Some accounts prevent agents from changing their own notification settings entirely. That is deliberate, and it is set by an admin.
Following a ticket you are not assigned
Adding yourself as a follower is the quiet way to keep an eye on something without taking it over. Followers are internal and invisible to the customer, which is the difference between a follower and a CC.
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