Plan requirement
| Subscription | Any plan |
| Access | Admin |
Messages to agents inside the interface. For the announcement everybody must see, used sparingly.
Send one
- Install the app and restrict who can send.
- Write the message.
- Choose who sees it and for how long.
- Remove it when it is no longer true.
What it is for
- An incident, so agents know before customers tell them.
- A process change taking effect today.
- A known problem and the agreed holding reply.
Things somebody must see before their next ticket.
Why in the interface rather than email
Agents work in Zendesk, not in their inbox. During an incident, a message where they already are reaches them within minutes; an email reaches them at lunchtime.
Use it rarely
A notification that is always there stops being read, and then the one that matters is missed too. If something is permanently true, it belongs in an article rather than a banner.
Remove it when it expires
A notification about an incident resolved last Tuesday teaches agents that these messages are stale. Set an end time when you create it.
Say what to do, not just what happened
"Email is delayed" leaves each agent inventing an answer. "Email is delayed, tell customers we have their message and will reply today" gives the team one consistent line.
Restrict who can send
Two or three people. Everybody being able to post to every agent's screen ends the same way as any unrestricted broadcast channel.
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