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What does Follow mean in Guide or Gather?



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Romona

Zendesk Customer Care

Edited Jan 18, 2024


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42

42 comments

Would be nice to optionally enable "notify followers of updated article" upon save (as an on-demand option. not every save).

21


We are having an issue where two different admins for our account are "following" our User Content list for when someone comments on an article or posts in the forum, but neither of us are receiving email alerts when new comments are made. We need a way to get notified of new comments. 

1


I will add that notifications will send to followers of a topic when you move an existing post to a new topic.

A way to turn this off or pause notifications while performing this kind of administrative change would be very helpful.

My use cases:

  • moving older posts that are misclassified in the wrong category (don't want a notification sent)
  • re-organizing an existing community to use different topics (definitely do not want notifications sent!)

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Hi Lauren –

I think you can avoid this (at least sending notifications to end-users) by setting the article to be viewable by agents and admins only, then moving the article, and then resetting the viewing permissions.

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@... this link no longer works - https://support.zendesk.com/hc/en-us/articles/1-How-can-I-remove-the-Follow-button-on-my-Help-Center-articles- 

Could you advise as to remove the Follow button now?

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Brett Bowser

Zendesk Community Manager

Hey Alex,

Thanks for taking the time to share this with us! 
 
You'll want to remove the subscribe helper from the article_page.hbs page in your Guide theme.
 
Screenshot below:


I hope this helps!

2


Thanks!

0


Is this a change?: "you will not receive notifications when the content in the article or post is updated."

We have long communicated with our end users that they can subscribe to existing/published articles in order to receive notifications when there are changes.

9


I find it very strange that the follow function for an article does NOT do the one thing a user would expect -- email them when the content is updated. Seems a very basic function?

10


Nazir Kabbani

I found 2 posts in the product feedback section that we can upvote to have notifications sent when articles are updated. I have upvoted both articles. 

Follow article feature to notify users of article content updates

Notifications for updated content in articles

5


Client is noting that all users are receiving new article notification except for one.  We have done a some trouble shooting and it does not appear to be blocked or hung up in a firewall.  Is there a way to see when a new article notification is sent, what the distribution list was?  I can open a ticket with the specific user information but wanted to see if there is something I can view before I do that.  Thanks!

3


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Dane

Zendesk Engineering

K.S.,

Due to the nature of this concern, I have created a ticket for you. Please wait for an update from one of our Advocates.

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My users (and I) have stopped receiving notifications when I publish a new article in the section that they are following. How can we troubleshoot this, as this is a huge problem for our company--this is how we are sending out release notes to people who are interested.

 

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The feature is to follow a section and then be notified of all newly published articles in that section.

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Sorry, probably being a bit thick here, but is this and your reply not a comment?

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ah ok, sorry for all the questions I was just trying to understand how this all works.

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Hi,

Is it possible to customise the mails sent via Guide?

The mails I receive from Zendesk for new articles in a section seem to render the html in the mails, than those sent from my own Help Centre.

Best regards,
Stephen

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Hi Stephen,
 
Unfortunately, it's not possible to customize these emails. Can you add your use case to this product feedback thread? Customize Help Center "Follow section" email notification

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When reading this article I was wondering, do you mean instead of

  • For articles/posts, you will receive email notifications for new articles/posts only in the section or topic.

you mean:

  • For sections, you will receive email notifications for new articles/posts only in the section or topic.

I ask because I read this as if I follow a section I WOULD get emails for when new articles are added, but for following an article I would get new emails ONLY when comments are added. Just ensuring we understand this. (We don't allow comments which is why I want to confirm)

 

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How can I remove the follow button on Guide content authors? If you click on the author as an end user on an article you get taken to their 'profile' page with a 'Follow' button. How do I remove this?

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Christine

Zendesk Engineering

Hi Rachel,

To completely remove the subscribe helper from your help center you can remove the script within the article page's code.
 
  1. Within the Help Center, select Guide admin > Customize design.
  2. On your live theme, select View theme.
  3. Click the options menu (), and select Edit code.
  4. From the templates, select article_page.hbs.
  5. Identify the subscribe helper and remove its reference and any associated wrapper.

0


Would love to be able to have a link/section for agents on the home page so that they can more easily view the articles they have followed. Is there code I could add or an update coming?

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Gab

Zendesk Customer Care

Hi Jane, 
 
That's a customization that can be done with your Help Center theme. However, I'm afraid we cannot build custom code for your Guide or help you troubleshoot your customized code.
 
Before you can add a link to the home page of your help center, please note that you will need to add custom HTML to your help center theme, which can be added to your page template under the Header page (header.hbs) tab.
 
We do have the following resources available to help your developers regarding Guide customization:
 
Customizing your Help Center theme
Help Center API Helpers
Help Center API Advanced Helpers

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It seems that the email that is generated when the new comment is added is vague and doesn't give a lot of information in the subject. Is there a way to customize the email that is sent out?

 

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Thanks a lot for your contribution to the topic. 

Also, to disable "Follow" for categories/sections, check for {{subscribe}} in the category or section_page.hbs. 

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There are Follow buttons at the Topic level as well as Post level - If a user clicks Follow at the Topic level, will they receive notifications each time someone posts or comments anywhere within that Topic?

 

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Kelli Cain that is correct! 

When end user follows a topic, they will have the option to either receive notifications for New posts or New posts AND comments :) 

 

 

Hope this helps!

1


@Audrey it does help!  Thank you!

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So, if my users follow a section they will get an email for when new articles are added. 
If they follow an article, they should only expect to receive an email notification when a comment is posted on the article. They won't receive an update when the article is updated, and to circumvent this all I can do is post a comment each time? I guess this means I need to tell them to select “Post and comments”, right? 
But then I wonder, what is the purpose of solely following an article? 

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Hi Camila,
 
Thank you for your feedback here. Please take a look at this post: Follow article feature to notify users of article content updates
 
Our product team has confirmed that the May 2023 update is still the most up to date, and this feature is not being prioritized at this moment.
 
As you're already aware, the standing workaround at the moment is to comment on the article any time changes are made so that people who follow it get a notification. We understand this is highly manual and not very scalable, but we'll share updates should this be changed moving forward.
 
Thanks again for your feedback!
 
 

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