Reasons Agents Might Not Receive Notifications in Zendesk
Why might an agent be excluded from receiving notifications in Zendesk?
An agent might be excluded from receiving notifications in Zendesk due to several reasons.
They could be offline, have reached their notification limit, or be excluded from the messaging routing flow. Additionally, they might be in the wrong group or department, or their chat routing settings might not be configured to include them. It's also possible that Support triggers are firing before Chat routing rules, affecting notification delivery. For more details, check theoriginal link.
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To troubleshoot notification issues in Zendesk's Agent Workspace, start by checking the agent's status and settings. Ensure the agent is not offline, hasn't disabled notifications, and is looking in the correct section. Verify that chat routing…
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In Zendesk's Agent Workspace, notifications are displayed in the top bar, and agents need to click 'Accept' to respond. This setup is different from the traditional Chat dashboard, where notifications were more direct. If agents are not receiving…
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