Notifications when mentioned / following without E-Mail | Community
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Notifications when mentioned / following without E-Mail

  • February 10, 2021
  • 3 replies
  • 0 views
J

Hello,

i hope maybe someone else already found a Solution for this. We are new with Zendesk and we want to implement it as soon as possible. But currently im hitting a problem i cant solve.

First of all: We wanted to use as less as possible E-Mails for our tickets. 

Internal communications to a special ticket is often needed. For example i can't help myself with the problem, so i ask in a special View for Help. - This already works. 

Now someone know what to do and he gives me an private message and mention me with @.   Now here is my problem:   How do is see, that i have an answer?  - We dont want to send an e-mail for every mention, a notification or at least a small red circle would be nice. 

Anyone got a solution or maybe a good App for this Problem? 

    3 replies

    C
    • Chandra13
    • February 10, 2021

    Hi @Jennifer Bienert - You should be notified within the Zendesk UI when you're mentioned in a ticket. However, I haven't found a great way to manage these personally - especially for times when I'm working on a different project and not in the Zendesk UI - and I was getting tagged in too many tickets to be able to utilize email notifications. 

    Do you use Slack by chance? If so, I can walk you through a solution I implemented at my company which allows you to be DMed in Slack anytime you're mentioned on a ticket. It's been really helpful. Happy to send that your way if it's relevant for you. 

    W

    Hi @Chandra Robrock, this solution would be useful to me, if you wouldn't mind sharing!

    C
    • Chandra13
    • April 15, 2021

    Hi @David Hahl - Sure thing! I ended up writing a User Tips post shortly after this community post since I had a feeling others might find it helpful. :) 

    Feel free to check it out here (https://support.zendesk.com/hc/en-us/community/posts/1260801325070-Get-Notified-in-Slack-when-Mentioned-on-a-Ticket) and leave a comment if you have any questions. 

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