Plan requirement
| Subscription | Any plan |
| Access | Agent |
Zendesk can email you about every ticket you touch. Deciding what you 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 two places, and which one depends on the channel. For tickets it is Admin Center > Workspaces > Notifications > Notifications, where the name appears twice because the page sits in a section of the same name. Not your profile, which is where people look first and find nothing. For chat and messaging it is the Chat dashboard.
Everyone sets their own there, including admins: an admin can change their own ticket notifications and cannot change anybody else's.
Set what you can
- For chat and messaging, go to the Chat dashboard rather than your Support profile. The settings sit there under Settings > Personal > Sounds & Notifications.
- Choose whether you want browser notifications, and pick the sound and volume per type of event.
Two things about browser notifications that look like faults and are not. They only appear when the conversation is not already on your screen, so testing one while looking at it shows nothing. And your browser has its own permission on top of this: Safari in particular can block notification sounds regardless of what you set here.
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.
Both show up separately on your home page, under Shared work: CCed for tickets where you are a CC, Following for the ones you follow.
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