Between smartphones, smartwatches, and the hundreds of apps we interact with daily, notification overload is upon us. But notifications are necessary, especially when it comes to providing your customers with efficient support. We’re often asked how to optimize Zendesk notifications to ensure that both customers and your support team aren’t overwhelmed. In this Fine Tuning discussion, I’ll walk you through my steps for auditing your notification strategy, and will share a few tips for streamlining team communications within Zendesk.
How to join the conversation
Mark your calendar—or set a notification. The discussion kicks off tomorrow morning at 8 a.m. sharp, but you can drop in anytime. We’ll also post content at 11 a.m. and 2 p.m. Pacific time, and will be online to answer questions all day. Just read through the best practices and leave a comment to ask a question or share your own tips or experience.
Getting started: Adjust your default triggers
There are several triggers that come standard within Zendesk, based on best practices, set to automatically fire notifications. Yet not every default trigger will make sense for every team.
To minimize unnecessary email notifications going out to agents, a good first step is to take a look at your triggers and deactivate any that are redundant. Customers on the Team, Professional, and Enterprise plans all have the ability to deactivate triggers by going to Manage > Triggers.
One trigger to consider disabling is “Notify all agents of received request.” If your agents are already living in Zendesk and using their browsers to reply, an extra email to notify them of a received request is a duplicate. To deactivate the trigger, simply deselect the box next to the trigger title.
Another trigger that may not apply to every use case is “Notify group of assignment.” Perhaps your business model doesn’t require the entire team to receive an email for every update. In this case, consider deactivating the trigger.
Interested in reading more? Head to the forums to read the rest of part 1 and to join the conversation.