There are two ways to ensure your agents are notified when clients interact with SnapCall:
Ticket update or creation in your CRM
When an end user upload a media via SnapCall, this will either get into an existing ticket or will create one into your CRM, depending on the configuration or use case.
If you use Zendesk, you can create a trigger that will reopen a ticket each time customer uploads a media, so that agents won't miss that notification. The trigger can be based on tags or private note's comment as this remains the same, if you need any support with its creation drop a message to our support team.
If the media reached a solved ticket in Zendesk, then a new follow up ticket will be created.
Email notification
If a client interact with your Public Page and send a media or a call request, SnapCall send an email to the user linked to such action. The email will be sent to the address of the user's account.