Customize Help Center "Follow section" email notification

57 Kommentare

  • Cedric Lemaire

    I have more or less the same question: it would be nice we could change the email notification that is sent when people follow an article. I know you can change the default HTML template, but where can I find the text/code that is specifically sent when a comment was added?
    More specifically, in our case, I'd like to remove the "View comment" part in the notification email. Our custom CSS makes the article act weird when people click this link.

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  • Chris Heap

    +1.

    Good to see Benjamin's note that this is back on the agenda. 

    The content itself isn't a main issue for us it's the inability to change the icon\avatar that is applied to the email. Having gone to a lot of effort to create multiple brands to not be able to specify our own branding should people follow our articles is a major downer.

    Everything going out with the Zendesk logo, if there is a trick to avoiding this in the meantime then please advise.

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  • Stephen

    This is a shame.

    Having a copy of the post/comment text in the email's body is almost like telling someone you don't need to visit our Community about this - just read the update here.

    It's a barrier for engagement, please update.

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  • Nicole Saunders
    Zendesk Community Manager

    Hey Stephen -

    Most of the requests in this thread are about customizing the notification users receive when they follow an article in the knowledge base, but it sounds like you're looking to customize the notifications that they receive when someone adds a comment to a post they're following in your community, am I reading that correctly?

    Part of the idea of including the copy of the comment in the email is to reduce the barrier to a user getting an answer to their question. It's a tradeoff of customer effort vs. driving traffic to the community. Is the preference for them to get the information they're looking for quickly and easily, or is it to drive traffic to the community, even if it means more work for your user?

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  • Stephen

    Cool, thanks Oscar!

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  • Vlad
    Community Moderator

    +mil for this option 

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  • Karyn Esrtada

    +1 Please all the useful emails, customized or not, are going straight to the spam box!

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  • Kalle Windefalk

    I would like to see a more dynamic feature (at least the ability to turn it on/off). What about Hi-light paragraphs, text or images or whatever, that has been changed in the last update that generated the article update email. Some articles we have for the agents contains a lot of information. Hi-lighted changes would speed up the follow-up on what has been changed without the need to read it all through again to find that a simple line of text has changed (which could be crucial)

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  • Mitchell Smith

    Just come across this also. 

     

    This is really not good for engagement. I can see that users will get an email about a new article, scrub through it on the mail (which is never as nicely formatted as the site) and not visit the site. 

    I appreciate that email customisation is hard however surely in the meantime we can have 2 formats one with the full article and one only showing the title and a few lines for example. Then we can choose a toggle option to select how its sent.

    We won't need full customisation but just the option to hide the main body of an article. Especially when they contain lots of images and additional content which is not favourable for a users mailbox.

     

    Any updates will be great thanks!

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  • deliced

    Still looking forward to hearing more from Zendesk.


    The difference in branding on overall outward professional look is like night and day between what we can do within the HelpDesk articles and the automated email that goes out to followers.


    Could we receive an update on timeframes/expectations on this functionality?

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  • Cecilia Landstrøm

    +1 

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  • Sean Needham

    + 1 We'd also like this feature. It would be great to be able to customize the "follow" emails. Currently we don't use follow on articles because of the current format.

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  • Robyn Casanova

    Agreed and upvoted.

    My initial request/post:

    My company would like to customize the emails sent from Zendesk for "posting of a new article in a section".

    SCENARIO: KB User subscribes to (follows) Section "FAQ" in the Knowledge Base. My organization posts a new Article to FAQ. Zendesk sends an email notification to KB User. This notification lets KB User know that a new Article is posted to FAQ.

    Example: https://www.screencast.com/t/wkbyveEcG

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  • Ronja Sindek

    We also really miss this possibility... We wanted to change all our manually send "information mails" to the "notification-mails" via help center articles and now can´t customize them ?! :(

    And we also want to add the unsubscribe function, but I can't find any documentation about this?

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  • Ines Costa

    Hi Zendesk Team, any updates on this? Is this on your roadmap?

     

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  • Ronja Sindek

    For legal reasons, we must offer the user / customer the possibility that he can quickly unsubscribe. At least the info, why he receives this mail and how he can deactivate it is necessary.
    For this we must be able to edit the email notification.

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  • Kasper Sørensen
    Zendesk Product Manager

    Hi all,

    Chiming in here because there seems to be talk of two things: Customizing emails and adding unsubscribe links. I am confused by the second point because we already provide an unsubscribe option for the notifications coming out of Help center. Here's an example of a notification upon a new article created:

    The unsubscribe option is at the bottom (the "click here") link.

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  • Ronja Sindek

    Hi Kasper, i saw this in the Zendesk mails (now they don't have it anymore). But Zendesk support couldn't tell me how to get it in.
    We only get the info - that Liquid markup is not possible.

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  • Kasper Sørensen
    Zendesk Product Manager

    Ronja Sindek I don't understand why that would be. But maybe I'm missing something here. Did you do something to your email templates or something that caused this?

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  • Ronja Sindek

    Kasper Sørensen unfortunately, i don't understand it either. in any case, it's missing for us and we've already had 2 tickets where we couldn't be helped.
    Where could I look if there is something "wrong" in our settings?

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  • Sarah Boyd

    Is there a way to stop sending these emails, even after subscribers have clicked "Follow?" We would like to completely stop those emails from going out so we can use our own email platform. For security reasons, we do not want the entirety of the article contents being sent via email. 

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  • Kasper Sørensen
    Zendesk Product Manager

    There's not a single "turn off notifications" option. But you could consider removing the "Follow" buttons on the section page of your HC theme, and then an account administrator can remove the subscriptions via our REST API. Then you would essentially not be getting anyone to follow it.

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  • Sarah Boyd

    Thank you, Kasper! Just out of curiosity, is there a manual way to remove the subscriptions?

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  • Kasper Sørensen
    Zendesk Product Manager

    Hi Sarah,

    The only way at the moment is to use our REST API. The documentation for which is here:
    https://developer.zendesk.com/api-reference/help_center/help-center-api/content_subscriptions/

    I guess another way would be to create brand new sections that are not yet subscribed to. But that seems pretty intrusive :-)

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  • Ines Costa

    Hi there, we have to be mindful that not all Zendesk Guide users are experts in APIs nor may have the resource at hand. Something simple as being able to edit email templates should definitely be added to the product roadmap at least. Thanks

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  • Jon Schlueter

    Would love to see the ability to edit the emails that are sent from Guide.  The biggest ask from our customers is the ability to unsubscribe.  If I tell them to log in to our Help Center, find the article, click "unfollow", I promise you 0% of my customers will do that — it's just too much work and a pain in the butt for them.  Adding an "unsubscribe" link is a big need for us as it's in every email with every other company.

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  • Support

    +1

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