This page is about Chat for JSM Cloud. Using Server or Data Center? Click here.
In the Chat for JSM app, you can enable audio and visual notifications for new incoming requests. These notifications will work only for new requests and won’t work for replies to existing tickets. For that purpose, you can set up desktop notifications.
How does it work?
These notifications are designed to keep support agents informed about newly initiated chats so that they can start taking care of them as soon as possible. Agents will receive sound and visual notifications when they are online and have the Chat Dashboard open anywhere in the browser.
Sound notifications work only for requests made via Chat and within each project individually. They require you to configure the proper browser permissions.
On this page, you’ll learn how to:
1. How to Set Up Chat Notifications
Go to Project Settings > Chat Settings > Notifications.
Choose the options that serve your needs the best.
Sound Notifications
You have three options for sound notifications.
Don’t play a sound – If this option is selected, agents don’t hear a sound.
Play a sound continuously until a new request is assigned – If this option is selected, notifications will keep playing until you assign all new requests from chat.
Play a sound once when a new request is received – If this option is selected, you will hear a one-time notification for new requests from chat.
To receive sound notifications, you need to keep the Chat Dashboard page open somewhere in your browser.
The sound is provided by notificationsounds.com, and you can check it out here.
Visual Notifications
When you enable Show a flag popup for a new request, a flag popup will appear on the Chat Dashboard whenever there is a new request.
When there are multiple new requests, flag popups will stack on top of one another, with the most recent request on top.
You cannot disable the flag popup for new requests if sound notifications are enabled.
2. Pausing the Sound
Agents can individually pause the sound for a set amount of time on the Chat Dashboard.
On the Chat Dashboard, click the bell icon in the upper right corner.
From the box that opens, click Pause Sound.
Select a time frame from the drop-down list.
You will still see flag popups for new requests.