Notification Improvement
J
Jessica Andrade
With newest improvement, 'ExpertConnect Notification Improvements', all notifications going to the Bell icon at the top including new ticket notifications and reply notifications it has now further muddied when a ticket is replied to or not. The real-time notification is more useful as a pop-up to our team agents and/or in the Actions column as the Red Bubble popup icon. As things are now new ticket notifications are gumming up the works. Ideally these would need to self-delete after a short period of time so agents truly know what is coming in fresh for replies and the new ticket itself. All notifications stay in this bell icon unless they are manually deleted meaning agents have to delete every single one or batch delete which could mean they are missing replies from our dealers. This is a massive issue.
Built off prior listed improvement info as follows:
Users will now receive real-time notifications directly within the dashboard, keeping you informed and engaged with customer interactions. Notifications will be shown in the bell icon on the top right side of the page.
William Fogelsanger
Notifications continue to be a major issue.
It got a little better a few days ago when the alerts tab suddenly appeared, but it's still very weird in the way that notifications function. And they took away the ability to clear them after marking them as 'read'.
Hayden Kitching hit the nail on the head. We don't need anything elaborate. Simple basic functionality is all that is required:
- Advisors need a notification to know when folks reply/respond within tickets an advisor is assigned to (the current red dot and checkmark thing isn't working because if someone else on the team views the ticket, the dot goes away or the checkmark changes to 'read', and the assigned has no idea there is an unread message for them), and
- All advisors in a team need notified when a new ticket gets assigned to their team.
That's it!
Shouldn't be this difficult. It's been since Feb 25 when the major break happened to notifications, and they just can't seem to get them to work right since.
Hayden Kitching
Yeah, I'm disappointed with how notifications are handled on the web platform. I want something to pop up in my face when there is a reply (public or private) on a ticket i am watching. I am using this to communicate between the customer, servicing location, and myself. I need to know when something is happening on a ticket I have assigned to a service location. The little bell is entirely to inconspicuous. But I get a text and phone notification when I create a ticket from service center to myself, re-assign a ticket, or watch a ticket. But if there is a private reply I get a little bell notification on dashboard. I don't need any of the other alerts. I only need private note notifications, customer reply notifications, and ticket opened/assigned to my team notifications.