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How to generate alerts in Zendesk

Overview​

Generating alerts in Zendesk provides greater visibility into issues your customers may encounter during package delivery. These alerts enable your customer support team to address problems proactively, helping to reduce customer stress and dissatisfaction while improving the overall support experience.

How to create alerts for chosen notifications in Zendesk​

  1. Navigate to Portal Settings -> Notifications settings ->Editor.
  2. Click the notification you want to edit.
  3. Click the Edit button next to Channel.
  4. Click the Zendesk icon.
  5. Close the popup and scroll down to Zendesk Settings.
  6. Choose the Zendesk account from the dropdown menu.
  7. Update the ticket subject, internal note content, and any relevant tags.
  8. Choose the priority, assignee, group, and brand (if you have more than one account).
  9. Click Update.
Note

Zendesk notifications are sent in English by default. If you want them to be in another language, you have to modify each notification in the editor.

If you are sending notifications in multiple languages​

  • Once you have selected the Zendesk channel, remember to:
    • Do this for all notifications for which you want to generate an alert in Zendesk
    • Do this in each language you use (not automatically applied in all languages)
  • Then, scroll down to Zendesk Settings to select the associated Zendesk account for each language and notification.