Custom Notifications
Keep your team informed with targeted, trackable notifications
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설치
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호환:
Support
개발자
Lentil Labs
Custom Notifications: keep your team informed and aligned with every change.
Custom Notifications empowers support and operations leaders to reach the right agents with the right messages—all without leaving Zendesk. Send targeted, in-product announcements your team can’t miss, whether it’s a policy change, incident update, or quick process reminder.
Compose beautifully formatted messages using the built-in rich text editor, allowing you to include links, images, and videos for greater clarity and engagement.
With acknowledgment tracking and reporting, you’ll always know who’s seen and confirmed each update, bringing visibility and accountability to your communication process. No more guessing, no more lost Slack or Teams threads.
Why contact center leaders and knowledge managers love it
- Drive alignment – ensure critical updates and knowledge changes are seen and confirmed before rollout
- Reduce noise – communicate directly in Zendesk instead of relying on Slack or Teams for operational updates
- Track acknowledgment – monitor which agents have read and confirmed notifications for full visibility and compliance
- Target intelligently – send to specific roles, groups, or agents to keep communication relevant
Seamless, secure, and compliant
Custom Notifications is built entirely within Zendesk, keeping your data safe and self-contained.
- No customer or ticket data is ever transmitted externally
- Notification and acknowledgment data remain securely within your Zendesk instance
- The app only accesses the minimal user data required for targeting
Whether you’re managing a global support team or keeping documentation aligned across shifts, Custom Notifications helps you deliver the right information—clearly, quickly, and confidently.
설치 방법
Installation Instructions
Step 1 – Install the Custom Notifications app
- From the Zendesk Admin Center, navigate to Apps and Integrations > Marketplace and search for Custom Notifications.
- Click Install and select the Zendesk account where you want to add the app.
- In the installation settings, configure role or group restrictions to control which admins can manage notifications. This ensures only authorized users can create and send notifications.
Step 2 – Create the required custom user fields
Custom Notifications requires two custom user fields to store notification and acknowledgment data securely inside Zendesk. These fields must be created before you send your first notification.
- In Zendesk Support, go to Admin Center > Objects and Rules > Fields > User Fields.
- Click Add Field and create the following fields:
- Field 1:
- Type: Multi-line text
- Title: Custom Notifications
- Key:
custom_notifications - Description: Used by the app to store active notifications for each agent.
- Field 2:
- Type: Multi-line text
- Title: Acknowledge Notifications
- Key:
acknowledge_notifications - Description: Used by the app to store acknowledgment records when agents confirm they have read notifications.
- Save both fields. These keys must match exactly (
custom_notificationsandacknowledge_notifications) or the app will not function correctly.
Step 3 – Sending your first notification
- Open the User Sidebar or Ticket Sidebar in Zendesk to access the Custom Notifications admin panel.
- Enter a subject line and message body.
- Select your target roles, groups, or individual agents (via comma-separated emails).
- Optional: Enable Full-Screen Mode and Require Acknowledgment to ensure agents confirm receipt.
- Click Send Notification.
Agents will see the notification directly in Zendesk — either as a top-bar alert or an unmissable full-screen modal, depending on your settings.
That’s it! Custom Notifications is now ready to help your team stay informed and aligned, all without leaving Zendesk.
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