Ability to automatically follow all community posts

9 Kommentare

  • Allen Hancock

    At this time, you can chose to follow entire sections, such as:

    https://support.zendesk.com/hc/en-us/community/topics/200132066-Product-Feedback

    Agreed though, that more follow features would be nice, especially if new topics are being added.

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  • Jeremy Robinson
    Community Moderator

    I agree this would be very helpful, especially as we are beginning our Community started and working to build visibility and traction to our Community. Allowing us to default to auto-follow, with a blurb to our customers about this, would greatly increase visibility while allowing the end user to ultimately control what they do and do not get email notifications for. Because of this functionality not being present, we have resorted to reaching out to our current users, and walking them through (as though they are in kindergarten) how to follow sections in the Community to be notified accordingly of new items, and the feedback we received is that it would be easier if this was on by default.

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  • Nicole S.
    Zendesk Community Team

    Thanks for the feedback, Jeremy. There's always been some debate about this and whether it would be acceptable to automatically subscribe users to receive emails that they haven't opted into and have to opt out of.

    On the one hand, as you said, it would increase engagement. On the other, it could really irritate users who don't want it - especially in larger or more active communities where this could result in users receiving hundreds of emails a week.

    That being said, I've passed this conversation along to the product manager for Gather to see what his thoughts on it are.

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  • Jeremy Robinson
    Community Moderator

    Thanks Nicole! I appreciate you passing this feedback on to the Gather PM. I agree it could be a big detractor for larger/more active communities where it creates a lot of unwanted noise.

    Additional detail for him to think on - perhaps this functionality could live with a toggle on it so each Zendesk customer could choose to have it enabled or disabled at their leisure, and allow them to have those conversations with their customers to see if it's advantageous to pursue before enabling it? Along with an informative tooltip as to why someone might want to enable it, and might want to disable it. It would allow us to be informed, while allowing us to make decisions based on our business needs and our relationships with our customers. :) Cheers!

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  • Nicole S.
    Zendesk Community Team

    Thanks for the thoughtful comments, Jeremy!

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  • Julie Lafnitzegger

    We just had a video hangout with our users & they weren't aware of a new section we added in our community, so I definitely think this should be an option. There would just need to be a "Follow Entire Community" choice, as there currently is for each section or post. 

    In light of current events forcing everyone to rely on digital communities, pretty please add this feature ASAP. :)

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  • Susan Puckett

    Nicole S.

    Logistical question: When the Product team considers enhancement requests for priority, do they mostly look at votes on the posted enhancement, or do they also consider the number of comments agreeing that this is needed?  I ask because there a lot of comments that this is needed, but not a lot of votes.  I just want to make sure our voices are heard on this request.  (And yes, I voted.)

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  • Nicole S.
    Zendesk Community Team

    Hey Susan,

    They look at votes to understand how many people are interested in a feature, and comments to understand the different use-cases people have and what challenges they're facing, to get an idea of what problem they're solving for.

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  • Susan Puckett

    Nicole S., thank you for this guidance.  I hope others on this thread cast their votes!  :)

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