Welcome to Portal

?Unknown\pull-down

Welcome to Zoho Cares

Bienvenido a Soporte de Zoho

Search our knowledge base, ask the community or submit a request.

Understanding Notification Center

The Notification Center enhances agent efficiency by providing real-time updates on developments that matter to the user. Positioned at the top-right corner of the interface, it ensures agents are immediately notified about important activities, making customer service operations faster, more organized, and effective.


Key features of the notification center  


1. Real-time notifications  


When an agent is handling multiple tickets, it’s vital to stay on top of every response they receive or change that is done in the organization account. The agents can get a quick update of all the happenings in one place, such as:

  • Customer replies to an open ticket.
  • Changes made to the ticket status.
  • New ticket assignment.
  • New tickets raised by important customers (based on accounts the agent is following).

Example: If an agent is typing a response for one ticket and another customer responds to a different ticket, the Notification Center will notify, guiding the agent directly to the ticket thread. This facilitates multitasking, significantly improving the response time.


2. Comments and @Mentions  

Agents can collaborate more easily with teammates by tagging them in comments (e.g., @JohnDoe). The tagged colleague will receive an immediate notification without needing to search for the ticket or conversation.

Example: If an agent is stuck on a complex issue, they can tag a senior agent for assistance. The senior agent will be notified immediately and can respond directly from the Notification Center.


3. Follow contacts, accounts, and tickets  

The notification center also allows agents to follow the tickets, accounts, and contacts that are most relevant to them. This ensures that agents are notified of updates related to specific customers or issues that they’re following, helping them to stay focused on the tasks that matter most.

Example: An agent working on a high-priority ticket can follow that ticket to get real-time updates whenever there is a change, such as a customer reply or a status update.


  4. Filtering notifications

 

Filters allow users to customize the types of notifications they want to see, helping them manage their workload more efficiently. There are three types of filter available, and they are,

  1. Unread Notifications filter : This filter displays all notifications that have not yet been read by the user. It allows agents to prioritize unseen notifications and ensures that nothing is overlooked. 
    Example: An agent logs into Zoho Desk after a few hours away and selects the "Unread Notifications" filter. This immediately shows a list of all updates that happened during their absence, enabling them to quickly catch up on what they missed.



  2. @Mentions filter : This filter groups together all notifications where the agent has been mentioned personally (@mentions) or where their team has been mentioned in the context of a ticket or discussion. It’s useful in keeping track of collaboration activities.
    Example: If a team leader tags an entire team in a comment seeking feedback, all team members will see the mention under the "My & My Team Mentions" filter. They can quickly access these tagged conversations and contribute to the discussion.



  3. Flagged Filter : The Flagged filter helps agents mark important notifications they want to revisit later. It acts as a bookmarking system, ensuring key notifications are easily retrievable when needed.
    Example: An agent working on multiple tickets might flag a notification about a high-priority customer issue for follow-up later in the day. If needed, they can quickly access it through the Flagged filter.



Notes
Notes:
  • Notifications are user-specific, meaning each user will only see notifications that are relevant to them.
  • The stories listed in the Notification Center will include all the activities at the portal level.
  • Agents can mark all notifications as read using the mark all as read option. This is useful to maintain an organized notification inbox.
  • Email failure notifications will alert agents when an email they attempted to send has failed.

Accessing the Notification Center
  1. Log in to your Zoho Desk account.
  2. Click the Notifications icon (  ) in the upper-right corner of the page.
    The Notification Center window will slide open.



Helpful?3634
Updated: 4 months ago
Share :
3 comments

I stopped received notification since December, please advise how to turn it back on. 

Hi,

all our agent stopped getting notification either. Is it normal?

Notification Center - Everything you need to know!

One of the key influencers of an agent’s response time is the delay in getting notified of developments. Suppose an agent is typing a response to a customer. She doesn’t really know if another customer has responded on another conversation. This makes customer service very linear and sequential. It also drags down the efficiency of the entire customer service operation. 

Notification Center in Zoho Desk is the tiny square on the top right area. It brings to you every recent development you care about. Typically, it will consist of activities that are related to or involves you.

      

Real-time Notifications
When customers respond to tickets, when a colleague changes a ticket property, when you’re assigned a ticket or when someone from that key account raises a ticket, Notification Centre simply glows to indicate that it needs your attention. It even takes you straight to the ticket thread if a customer has responded. These real-time alerts will improve the response time of your agents drastically.

Comments and @mentions
With simple name-tagging, you can now tag your colleagues in comments and ask for their opinions. They’ll get notified immediately via the Notification Center. They can also respond to your comments directly from the Notification Center. It’s the simplest way to collaborate within your team.

Follow Contacts, Accounts, and Tickets
Follow the tickets, contacts, and accounts that are most important to you. The Notification Center keeps your choices in mind and makes it easy to track the information you care about.

Note:
  • You cannot modify or sort the activities listed in the Notification Center. 
  • The stories listed in the Notification Center will include all the activities at the portal level.

Accessing the Notification Center
  1. Log in to your Zoho Desk account.
  2. Click the Notifications icon (  ) in the upper-right corner of the page.
The Notification Center window will slide open.

Stats
4 followers
Follow

Subscribe to receive notifications from this article.