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This page is about Chat for JSM Cloud. Using Server or Data Center? Click here. |
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. This feature ensures that support agents receive real-time updates on customer messages, even when the browser window is not in focus.
When the support agent clicks on the notification popup, the Chat Dashboard window opens.
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Currently, desktop notifications cannot be limited or filtered, so users will be notified of all messages received through the Chat Widget for all tickets within the project.
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Before You Begin
The supported browsers are:
Google Chrome
Microsoft Edge
Mozilla Firefox
Currently, we do not support using desktop notifications with Apple Safari.
Apple Safari is currently not supported for browser notifications.
How to Set Up
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Browser Notifications
Support agents can
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access the
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notifications button on the Chat Dashboard, which will
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provide instructions based on their browser.
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On the Chat Dashboard, click the bell icon, and then Setup desktop notifications.
If you see a popup about notifications in the upper left-hand corner of your browser window, click Allow and then refresh the page.
If the popup above doesn't appear, check your browser notification settings (Settings > Site Settings > Notifications) to see if the "Sites can ask to send notification" option is enabled.
If that option is disabled, enable it.
If that option is enabled and still no popup appears, please check if the URL chat-api.spartez-software.com is not allowed to send notifications at the bottom of your browser notification settings page.
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On the Chat Dashboard, click the bell icon, and then Setup desktop notifications.
Click the
icon in the address bar, and a popup will appear. 
Click Allow, and then refresh the page.
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For notifications to work in Firefox after they are enabled, you need to:
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Even though Chat notifications are set up, they may not appear depending on your operating system and desktop environment. This is because your operating system's notification settings may prevent them from appearing. To solve this problem, make sure that notifications are enabled for the browser that you use.
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Click the Apple icon from the top navigation bar of your Mac, and then click on the System Preferences… option in the drop-down menu.
On the System Preferences screen, click Notifications & Focus.
On the Notifications screen, click the browser you’re currently using.
Turn on the toggle for Allow Notifications.
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Select Start > Settings > System > Notifications.
Turn on the toggle next to the browser you are currently using.
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Follow these steps to configure browser notifications:
Open the project and select Chat for JSM from the sidebar menu.
Click on the Notifications tab.
To enable browser notifications, click Allow browser notifications.
Follow the instructions provided based on your browser:
After allowing notifications in your browser and your operating system, get back to the Chat for JSM > Notification tab and check the desired options.
Notification Options
Browser notifications give support agents a few different options. These are:
New requests – Receive notifications when a customer initiates a new conversation in the Chat Widget, ensuring timely awareness and response.
Messages in the requests assigned to me – Stay informed about messages specifically related to requests assigned to you and never miss critical updates within your direct responsibilities.
Messages in the requests watched by me – Get notified about messages in requests you are the watcher. This way, support agents can monitor discussions beyond their direct assignments for a comprehensive view and proactive support.
Notify when I’m offline – Enabling this will ensure the support agent will receive notifications even if their status is offline. By default, notifications will appear only for online users based on their availability status in the app. The agent status can be seen on the Chat Dashboard. To learn more, refer to the related documentation.
