• Tetiana Gron

  • 20. Dezember 2021 13:48

  Zendesk Product Manager

  Hi Boryana Beleva,

  Thanks for the post, we are looking how this can be improved. 

• Ad Astra

  • 20. Dezember 2021 15:37

  I agree!

• Josef Prandstetter

  • 20. Dezember 2021 16:31

  Hello Tetiana Gron

  For us this is also an import feature - our scenario:

  We are a software vendor which is affected by the Log4j vulnerability in several product families.

  We have provided Help Center articles on the current state of knowledge to our customers and partners promptly after the vulnerability became known.
  In the last few days this status has been constantly changing regarding workaround, mitigation or solution.
  We have assumed that customers and partners will be notified of any changes as we make changes in the original post and they follow it.
  We do not consider a separate post for each update be overseeable and purposeful.

  Is our motivation for this change understandable?

• Tetiana Gron

  • 20. Dezember 2021 16:55

  Zendesk Product Manager

  Thank you Josef Prandstetter for sharing your company use case. 

• Fredrik Bäckman

  • 9. Februar 2022 06:40

  Agree.
  What else is the purpose of following an article?
  You should fix this as soon as possible.

• Julie Keith

  • 22. Februar 2022 00:35

  We need the same functionality. I agree, why else would you follow an article? Our customers assume they will be notified if we update the page and then come back to us upset when they were not notified. 

• Nazir Kabbani

  • 22. Februar 2022 15:49

  identical topics you can upvote

  https://support.zendesk.com/hc/en-us/articles/4408820052506?page=1#comment_4426879916442

   

  https://support.zendesk.com/hc/en-us/community/posts/4409222573466-Follow-article-feature-to-notify-users-of-article-content-updates?page=4#community_comment_4426929446938

• Nikki

  • 11. März 2022 00:01

  I would also add the request that a notification not go out by default for every update, but some way to opt to notify upon update or not. For example, have the option to "Save Update", or "Save and Notify Followers". Sometimes you might make a minor change, like correct a typo, and you wouldn't want to draw special attention to it with an email blast. 

   

  I also use one single article to update with new release notes. I've decided to enable comments so that I can comment about the update, but make comment moderation required so that we don't get public comments. I could also opt to turn on comments for the article, make my comment, and then turn comments back off. I also saw the suggestion elsewhere that we could delete the comment to reduce clutter. My point is, the workaround isn't TOO tricky but "Save and Notify Followers" seems like a good solution.

• Stephen

  • 1. April 2022 08:58

  Hi,

  I have posted my feedback in the other thread on this topic (https://support.zendesk.com/hc/en-us/community/posts/4409222573466-Follow-article-feature-to-notify-users-of-article-content-updates?page=4#community_comment_4506595532698).

  I would also echo Nikki's comment that it would be optional to send an update to customers on an articles update. As mentioned, if there is a typo, we don't necessarily need to notify everyone, but if there were a major update posted, it would be great.

  Best regards,
  Stephen

• Christopher Dumas

  • 15. Juni 2022 09:00

  I m agree ! Update = notification :)

• Crowdin Team

  • 7. Juli 2022 09:51

  Webhooks about new/modified articles would be perfect for integration purposes too.

  There is existing integration between Crowdin and Zendesk, it uploads articles for translation and delivers translations back. Currently, we have to pull all source articles from Zendesk periodically and compare them with existing files in Crowdin.

  * If we detect a new article, it's uploaded

  * If we detect a modified article, the existing file in Crowdin is updated

  When KB is quite large, it takes time to synchronize everything. Webhooks will dramatically decrease the number of requests Crowdin needs to submit to ZD, it will make the integration > x10 faster.

  Webhooks will be extremely useful for different kinds of integrations, so we truly hope Zendesk team will put them on the roadmap for the near future 🙏

• Josef Prandstetter

  • 7. Dezember 2022 14:31

  Any news on this feature request yet?

  We now have another use case where we would urgently need this feature:
  We are currently implementing a download portal for our various product lines via corresponding Helpcenter articles.
  These articles are created and especially modified via a development pipeline using the Zendesk API.
  Of course, we want our customers and partners to be notified when we make new software downloads available.

• Lance Brewer

  • 21. März 2023 12:57

  I was directed to leave a feature request comment by Zendesk Support to this thread, although it's not exactly related to what I am asking for...It would be nice to allow, after the creation of a KB article, to specify a notification group to make aware that the article was created (for instance, all agents, or agents in a certain group, specific customers, all customers, etc.) Whenever we create an article, we announce it internally to all agents / team members. We have to copy and paste the link and the contents of the article to an email and send out manually. It's fine, but it would be nicer to have this communication function within the Zendesk tool directly to automatically send out. Thanks for your consideration.

• Nikki Goodson

  • 21. März 2023 15:42

  Lance - in the meantime, this might help you:

  People can "follow" *sections* (not just articles) so as long as you create the new articles inside that section, all followers will be notified of the new article creation. 

   

  Hope that helps!

• Farooq

  • 26. Mai 2023 18:20

  I like to add here: Can we create notifications for articles expiry ? / some articles will be legacy article which have to move/ modify, this request should go to creator of those article. @Tetiana Gron

• Katarzyna Karpinska

  • 30. Mai 2023 14:17

  Zendesk Product Manager

  Hi Farooq, 
  Thank you for your feedback. Unfortunately, besides addressing security issues we are not planning to expand the notification functionality for articles in the near future. 

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