In today's fast-paced customer service environment, effective communication tools are essential. Whether you're managing internal teams or keeping your customers informed, the Supportbench messaging and notifications system provides a powerful way to streamline communication and ensure everyone stays in the loop.
This article explores how Supportbench messages and notifications work, their key differences, and how to best use each feature to optimize your helpdesk workflows and agent productivity.
The Supportbench messaging system is a versatile tool designed to allow customer support managers and administrators to communicate quickly and clearly with support agents and even with customers on the portal.
Persistent or Temporary: Messages can be permanent (until manually removed) or set to expire after a specific time or date.
Targeted Communication: Send messages globally across all teams, or target specific groups or departments.
Customer-Facing or Internal: Choose whether your message is shown to internal agents or to customers directly via the support portal.
You can create a message to remind all agents that “Friday is a company-wide holiday.” This message could be made visible to agents for the entire week and then expire on Friday evening.
Messages are perfect for ongoing alerts, reminders, and policy updates that require consistent visibility across the support team.
Supportbench notifications are designed for one-time alerts that are automatically dismissed after being viewed. These are ideal for time-sensitive or critical updates where you only need to alert the recipient once.
One-Time Visibility: Notifications disappear after they're viewed, ensuring that agents only see active, relevant information.
Instant Alerts: Use notifications to deliver important, real-time messages that require quick action or acknowledgment.
Agent-Focused: Primarily intended for internal communication within your support team.
Client – portal focused: Primarily inteded to notify clients signing into the portal. For example; “West USA server is currently down”
A critical bug has just been discovered. You can send a notification to all agents: “Please do not escalate tickets related to billing errors until the fix is deployed.” Once viewed, the alert automatically disappears.
Notifications are built for urgency and clarity, preventing alert fatigue while ensuring that important information is seen and acted on.
Understanding when to use each feature will dramatically improve your internal communication strategy and customer experience.
Supportbench's built-in communication tools give your organization the edge when it comes to collaborative support, incident response, and customer transparency. Whether you're alerting agents to an upcoming shift change or notifying customers of a planned maintenance window, these tools allow you to communicate effectively without relying on third-party platforms.
Reduce confusion and missed updates
Enhance team coordination and morale
Improve customer satisfaction through transparency
Ensure regulatory and policy compliance
The Supportbench messaging and notifications system is an essential part of any modern support workflow. By leveraging these features smartly, you can enhance both agent efficiency and customer satisfaction.
Start using messages for long-standing or recurring updates, and notifications for quick, urgent alerts — and see how much smoother your support operations become.
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