Overview

Bubbly adds real-time, agent-to-agent messaging to Zendesk. It’s a simple way for your team to ask questions, share updates, or make quick announcements — right inside the interface they already use.

Once installed, Bubbly appears in the top bar of Zendesk and opens up a direct line of communication across your support team.

 

Using the Bubbly app

Once Bubbly is installed, it lives in the top bar of your Zendesk interface. This section walks you through how to get connected, send messages, mention teammates, and adjust the chat window to suit your workflow.

 

Connecting to Bubbly

Bubbly won’t connect you to other agents until you open it for the first time. Once opened, you’ll be live — able to send and receive messages. If you haven’t used it before, the app will appear in an “unconnected” state.

Once connected, Bubbly will try to load any recent messages.

If no messages exist yet, you’ll see a blank chat screen.

 

Sending messages

To send a message:

• Click into the "Send a message" field and start typing.
  
  
  
  

• Press Enter to send.
  
  
  
  

• Press Shift + Enter to add a new line.
  
  

Bubbly supports the following:

• Ticket references: Typing #1234 turns into a clickable link to that ticket.
  
  
  
  

• Website URLs: Links like www.example.com open in a new tab.
  
  
  
  

• Zendesk app links: Full Zendesk links (e.g. https://subdomain.zendesk.com/agent/apps/lovely-views) will open within your Zendesk instance.
  
  
  
  

• Image links: Pasting a direct link to an image will display the image right in the chat.
  
  

 

Mentions

You can notify agents directly using mentions:

• @all – Notifies all online agents, even if they have the app closed.

• @joe – Notifies agents with the first name Joe.

• joe – Works just like @joe. If more than one agent matches, they’ll all be notified.

Messages that mention you will appear highlighted when you view them.

 

Changing the app size

Bubbly has three layout modes:

• Normal – Standard view

• Long – Taller chat window

• Large – Wider layout

Click the icon in the top-right corner of the app to cycle through the modes. The icons indicate what size will come next:

• Grow down
  
  
  
  

• Grow wide
  
  
  
  

• Shrink
  
  
  

 

Unread messages

If the app is closed and you’re mentioned, a notification bubble appears on the Bubbly icon showing how many mentions you’ve missed.

 

App settings

You can adjust Bubbly’s behavior from the app settings in Zendesk.

 

How to access settings

• Go to the Zendesk Admin center.
  
  
  
  

• Under Apps and integration > Apps, click Zendesk support apps.
  
  
  
  

• Find Bubbly, hover then click the gear icon beside it, then select Change settings.
  
  

 

Available settings

This screen has the following options:

• Title
  Change the app’s display name in the Zendesk interface.
  
  

• Show agent mention notifications
  Display a popup notification to an agent when they’re mentioned by name.
  
  

• Show @all notifications
  Display a popup notification to all connected agents when @all is used in a message.
  
  

• Request backlog when starting the app
  When enabled, Bubbly will attempt to load previous messages when the app is opened.
  
  

• Enable role restrictions?
  Limit access to specific Zendesk roles. If left unticked, all agent roles will have access.
  
  

• Enable group restrictions?
  Restrict access to certain Zendesk groups. Only selected groups will see and use the app.

Click Update once all necessary changes have been made.

 

How mentions and notifications work

Bubbly makes it easy to get someone’s attention — even if they don’t have the app open. This section explains how mentions are detected, when notifications are triggered, and what the icons in the top bar mean.

 

Connection required

To receive notifications (@all, first name, etc.), agents need to open the topbar Bubbly app in their browser at least once. Until then, they’re considered offline.

• Offline icon: Agent is not connected and won’t get messages.

  
  
  

• Online icon: Agent is connected and will receive messages and alerts.
  
  

 

Mention matching

Bubbly looks for mentions using:

• First name

• Last name

• Full name

• Email

• @all

You can control whether pop-up notifications appear for mentions and @all messages in the app settings. (See App settings for details.)

 

Notification icon

The top bar icon shows unread messages:

• Unfilled icon: Unread messages, no mentions

  

• Filled icon: Unread messages that mention you

  

 

Wrap-up

Bubbly is designed to keep your support team connected without leaving Zendesk. Once agents are connected, it’s easy to chat, tag teammates, and stay in the loop with quick notifications.

If you run into any issues or have questions, reach out to us at support@lovestockleaf.com.