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50 Comments

  • Melody Quinn

    I am the owner and admin of our Zendesk account. As I have created articles and topics in Community, I am automatically "following" that topic or article. When an end user made a new post to a topic I am following, I did not receive an email notification. Is this because I am the owner/admin? 

    I set up a dummy end user and the "follow" functionality works as expected. 

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  • Mary Paez

    HI Melody.  We reported an issue that notifications were not being sent out when the topic is followed. I believe ZD is investigating this problem

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  • Brett Bowser
    Zendesk Community Team

    @Mary thanks for the update!

    @Melody, I replied to your post here as well: Not receiving emails for Topics I'm following in Community

    Cheers!

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  • Mary Paez

     I believe the issue is now fixed for our Community

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  • Brett Bowser
    Zendesk Community Team

    Glad to hear it Mary :)

    Let us know if you run into any other issues!

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  • Chuck Martin

    We're considering using Zendesk for release notes, announcements, and service bulletins like ZenDesk itself does here: https://support.zendesk.com/hc/en-us/categories/200201796. However, there is one blocking issue. Well, possible two.

    One user story I envision is the posting of a service bulletin. In this use case, an article is posted as soon as a service issue is discovered, and then that service issue is updated as the issue is fixed, the cause is found, and a post-mortem is released. However, a customer who follows that article might want to know when that article is updated with new information, and according to this article, that does not happen. I'm curious why this feature isn't there. It seems like there could be several use cases where it could be valuable.

    I can also see a use case where a customer might want notification only for a subset of a section's articles. For example, say you have a suite of several products. A service issue might affect only one or a subset of those products, so tags in the service bulletin (articles can have tags, right?) would facet the article for only the audience of customers affected. When following a section, it doesn't seem that users could also define only the facets in the section, facets defined by tags, that they would follow. 

    Or are these feature requests, quite possibly even on the product roadmap?

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  • Chris Smith-Hill

    If I publish an article to one set of users, they get notifications, then I increase the scope of users and save, will the new set of users get notified as well? It basically notifies to all users who are entitled at the time of Publish/Save?

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  • Maggie Ungerboeck
    Community Moderator

    Hi Chris,

    You are right, it notifies all users who have access at the time of publish. If you want the additional scope of users to get a notification, you'd have to unpublish and republish the article with the expanded user segment.

    Thanks,
    Maggie

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  • Laurens

    This makes no sense for me;

    " If you want the additional scope of users to get a notification, you'd have to unpublish and republish the article with the expanded user segment."

    I totally agree with Chris Smith-Hill and Chuck Martin . We need to have a certain way to increase the "Visible to" scope and users of that segments needs to be notified.

     

    Our scenario

    We have a section within Guide where we post all our release notes;

    https://support.workspace365.net/hc/en-us/sections/201230282-Latest-Announcements

    Signed-in users can subscribe on this section. When new articles are published, they should receive email updates right?

    Now it is the case that if you publish an article and you control the visibility via “Visible to” the selected group do receives the email notification. But… when you update the visible to, to e.g. everyone or signed-in users (at least an larger scope of people than already published), they do not receive updates.

    Apparently the subscription emails are only sent once, when the article is published and not after changing the scope. Can you please take a look at this? Because we often need to switch the ”Visible to” and now people are missing out the notifications/emails about their subscriptions. And as well people need to get updates about changes made to these articles (at least we need to be able to email the changes).

    Thanks,

    Laurens

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  • Mary Paez

    I have to agree.  We have many articles that are being re-edited, such as a release notes article. When I edit and publish, ideally a notification should be sent out.

    ZD provides "workarounds":

    • Having to archive an article and restore it - sends out notification
    • Turn article comments off and back on

    However, I would like to see something more event-driven and purposeful.  eg: republish - notify, promote article - notify, etc.

     

     

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  • Chris Smith-Hill

    Hi Laurens, 
    While it is not perfect, I find the solution work-able as is. If you need to expand the scope of users who will receive an email update, then you have to unpublish, update Visible to, and publish again. 

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  • Ryan Boyer

    When I create an article in Guide, I (as the author) are automatically following the article and receive email notifications. If after publishing the article, I go back in and change the owner (not the author) to someone else, is it expected behavior for the owner to automatically be following the article as well? Or does the new owner have to go manually and follow the article to receive notifications?

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  • Dan Kondzela
    Zendesk Customer Advocate

    Hi Ryan, great question! I have set up a test and have confirmed that changing the owner will not automatically ensure they are a follower. The user will need to go to the article and follow it manually.

    I hope this answers your question!

    Dan Kondzela
    Technical Support Engineer

    Got a question? Ask our Zendesk Community

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  • Ryan Boyer

    Thanks for the response, Dan Kondzela. I think this should be automatic and not manual, so I posted this in the Feedback on Guide. https://support.zendesk.com/hc/en-us/community/posts/360044009794-Knowledge-Owner-Automatic-Subscription-Follow

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  • Dan Kondzela
    Zendesk Customer Advocate

    Understood! That is very valid, your feedback is appreciated. Please update this thread if you have further questions!

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  • Devin Martinez

    "You will not be notified when updates are made to the body of an article, post, or comment."

     

    The "body" portion of this doesn't make sense in a world where help articles are being updated and subscribers need these updates to new guides and information relating to the article they followed. For what other reason would they follow an article if any updates to it don't send them a notification?

    Is there a planned update for this in the future?

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  • Nicole S.
    Zendesk Community Team

    Hi Devin - 

    The "follow" feature is for comments on the article. Users would get a notification any time someone comments on the article. 

    Some users make a comment each time the article is updated in order to send a notification for edits. 

    There is an existing feedback request for this functionality, if you would like to up vote it and add your use-case. I don't see any recent updates from the product manager, so I don't believe it's currently under development. 

    Feature request: Follow article feature to notify users of article content updates

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  • Robyn Casanova

    Brett Bowser Is there a way for us to edit the format of the emails that are sent for these updates?

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  • Ben Van Iten
    Zendesk Community Team

    Hi Robyn Casanova,

    Could you clarify which email you are referring to? My apologies but with the length of the thread I want to make sure we're on the same page.

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  • Robyn Casanova

    Hi Ben Van Iten.

    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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