Operational Update: Enhancements to Notify app alerts in Zendesk

You’ll start seeing new Notify app alerts in Zendesk designed to keep ticket ownership clear and make sure updates don’t get missed. These alerts will fire automatically based on key ticket actions.

You’ll receive a notification when any of the following occur:

• A ticket assigned to you has been merged
• An internal note is added by someone other than the assignee
• You're tagged in an internal note
• You're added as a follower
• The ticket assignee changes 

Additionally, when a ticket is transferred to a Team Leader, the Team Leader group will be notified so it can be prioritised and actioned promptly.

Why this matters?

These enhancements will help:

• reduce missed internal updates
• avoid tickets sitting idle after merges/transfers
• make tagging/following more effective
• keep ownership + next clear steps 

What will this look like? 

Notify App - Watch Video

If you have any questions, please reach out to your TL.

📧 This was also communicated via email on 12th December 2025, titled "🚨 Update: Enhancements to Notify app alerts in Zendesk" sent by Jamie L (Agent Support).