Internal messaging works best when it helps agents move faster without creating noise. Bubbly is designed for quick, purposeful conversations inside Zendesk, but how it’s used matters just as much as the features themselves.
These best practices help teams get the most out of Bubbly while keeping communication clear and focused.
When to @mention someone
Use name mentions when you need input or confirmation from a specific person.
This works well when:
You need a quick decision or approval
Someone owns the ticket or issue
You’re handing something over between agents
Name mentions help avoid unnecessary interruptions for the rest of the team while still getting the right person’s attention.
When to use @all
@all is best reserved for updates that affect multiple agents at once.
Good uses include:
Active incidents or outages
Temporary workflow changes
Time-sensitive announcements during a shift
Because @all notifies everyone who’s connected, using it sparingly helps maintain trust in alerts and prevents notification fatigue.
Keep messages short and clear
Bubbly is built for fast communication. Short messages are easier to scan and reduce back-and-forth, especially during busy periods.
Instead of writing long explanations, focus on:
The key question or update
A ticket number if relevant
The next action
Use Bubbly for coordination, not documentation
Bubbly works best for quick checks, updates, and internal coordination. Final decisions, customer-facing explanations, and detailed notes should still live on the ticket.
This keeps chat lightweight and ensures important information isn’t lost.
For more detail on mentions, notifications, and message behavior, see the Bubbly user guide.
Install Bubbly for free
Bubbly is FREE for all Zendesk accounts.
Install it from the Marketplace and give your team instant access to internal messaging.
Try Bubbly now >
Comments