Hi everyone,
We’ve been using Zammad Cloud for quite some time now and we’re very happy with it. We’ve set up several automatic triggers and everything works smoothly.
However, I’m running into a practical limitation and I’m wondering whether this is a common issue and how others are handling it.
The challenge
When:
- a customer replies to an existing ticket via email, or
- a new ticket is created
if I’m not actively looking at the Zammad browser tab (for example, I’m in a conference call or working in another application), I may not notice the notification in real time.
Even the notification sound can easily go unnoticed if:
- I’m on a call
- audio is focused on the meeting
- the browser is in the background
As a result, I might not respond as quickly as I’d like.
What I’d prefer to avoid
One option would be to create a trigger that sends me an email for every update. However:
- this would likely flood my inbox
- it would bring me back to an email-centric workflow, which is exactly what we wanted to move away from by adopting Zammad
So I’d like to avoid simply duplicating notifications via email.
Questions for the community
- Have you experienced the same issue?
- How do you make sure you don’t miss important ticket updates when you’re not actively watching the browser?
- Are you using any integrations (e.g., push notifications, messaging tools, etc.)?
- Is there a recommended best practice for this in Zammad Cloud?
I’m looking for a good balance between:
- staying responsive
- avoiding email overload
- not having to keep the Zammad browser tab constantly in the foreground
Thanks in advance for sharing your experience!