Messages from technicians on dispatch board

[SandyRogness]

Hi all- is anyone else missing important messages from their technicians?  It's great that they can message us throughout the day and that it's all through Service Titan, but the only way we know they messaged us is a small ding noise.  There is no visible alert showing that we have an unread message.  At least with the customer chat area there is a color difference between read and unread messages.  But for the tech message area, everything looks the same.  Hoping this can get improved or someone can help me see new incoming messages from techs a little more clearer!

[bren98391]

YES!  100%  I don't sit on the Dispatch screen all day.  And heaven forbid I walk away from my desk.  It's a lot to sift through to find a message from a Technician that may need a response or action.  And for there to be no way to get an SMS or email alert from Techs now is beyond frustrating.  

Seems like super basic stuff - but there's probably some PRO product that can be added on to make the system actually work.  Just a *little* more $$$.

[H_Imbach]

From my experience these notifications are still missed because they only pop up in the corner of the screen for a few seconds. There have been multiple times I have missed important messages on the dispatch board and the CSR has to inform me the message(s) came in. I believe it would be easier for the messages from the technicians to be a category like the customer messages are on the left side of the screen and shows a number when a new message is received. 

I added this to the ideas a while ago 
https://ideas.community.servicetitan.com/ideas/COMMUNITY-I-3139

[AdeliosAdmin · Accepted solution]

On the dispatch board, under the settings page, then on the left under Notifications you can turn on Desktop notifications for each user who wants to alerted to the incoming messages. 

You can also do this for Customer chats under the preferences on the left hand side of the call screen 

[bren98391]

Pointless response and solves nothing unless you're babysitting your screen non-stop.

[scburns]

Hi @bren98391 I am a Product Manager for our Dispatch features. We have updates to our messaging experience coming in the next major release this month.

Please let me know if you're interested in participating in the early access program to see if that helps address some of our needs. I'm happy to also get on a call to talk as well! 

[bren98391]

Yes.  Contacted our "success" manager and have not heard back. 

[scburns]

Hi @bren98391 I'm reaching out to the success team on your behalf to get this addressed. I appreciate your patience!