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36 Comments

  • Melody Quinn
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    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
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    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 - Community Manager
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    @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
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     I believe the issue is now fixed for our Community

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  • Brett - Community Manager
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    Glad to hear it Mary :)

    Let us know if you run into any other issues!

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  • Chuck Martin
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    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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