Fast support depends on knowing the moment something needs attention. TixTalk has in-app notifications, mobile push, and a set of browser alerts inside the live chat workspace. This article covers what each one does.
What creates a notification
TixTalk creates an in-app notification for these events, and only these:
- New ticket created.
- Ticket response from a customer.
- Ticket assigned to you.
- New live chat started.
- Live chat message received.
- Jira status changed and Jira comment added, if you use the Jira integration.
Changing a ticket's status does not notify anyone, and there is no @mention notification — typing a teammate's name in an internal note does not alert them. If you need a colleague to pick something up, assign the ticket to them, which does create a notification.
Manage in-app notifications
- Open the notifications panel in the dashboard to see recent alerts.
- The unread count is shown on the bell.
- Select a notification to jump to the related ticket or conversation.
- Mark items as read individually, or use Mark all as read.
- Use Clear all to empty the list.
Mobile push notifications
If you use the TixTalk mobile app, the same six events above also arrive as push alerts.
- Sign in to the app on your device.
- Allow notifications when prompted — this registers the device for push.
- To stop receiving them, sign out or turn notifications off for the app in your device settings.
Sound and desktop alerts in live chat
Agents working the live chat inbox get browser alerts, and this is the part people most often look for in the wrong place.
- The first time an agent opens Live Chat, a banner asks them to allow browser notifications. Choosing Enable grants the permission for that browser.
- Once allowed, new chats and new messages produce a desktop notification and an alert sound while the tab is open.
- The permission is per browser and per device, so each agent grants it on each computer they work from.
- There is no switch inside TixTalk to turn the sound or desktop alerts off. If an agent wants them off, they revoke the notification permission in their browser's site settings.
Settings, then Live Chat has its own set of switches — sound, desktop notifications, notify on new visitor, notify on new message, auto-assign, typing indicator, maximum concurrent chats and idle timeout. These save successfully, but nothing reads them. Changing them has no effect on alerts, on chat assignment, on the typing indicator, or on how many chats an agent can be given. Ignore this panel for now.