@Zendesk Developers and Product Managers:
Is there any update for audible alerts of new tickets that come in?
Most agents are tasked with many functions other than just taking calls and thus having a visual and audible alert to announce the arrival of a new service ticket or request is critical to ensure that the customer gets attention in a timely manner. Something that stays illuminated or visually present and an audible alert that continues until the ticket is taken by an agent or acknowledged by an on-duty agent. This is kind of like in a 911 center... When a new call comes in on the dispatcher's CAD, they get an audible and visual cue for new calls that continues until the dispatcher acknowledges the new call.