What does Follow mean in Guide or Gather?

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30 Comments

  • Nazir Kabbani

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

    13
  • Devan - Community Manager
    Zendesk Community Manager

    Hello @...,

    We appreciate you sharing feedback with us. I would recommend also sharing this feedback and your use case in our product feedback forums so our product managers can consider these suggestions for future updates.

    Best regards. 

    -1
  • Kyle Johnson

    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. 

    0
  • Lauren Mulkern

    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!)
    0
  • Dave Dyson
    Zendesk Community Manager

    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.

    1
  • Alex

    @... 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?

    0
  • 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!
    1
  • Alex

    Thanks!

    0
  • Jenna Strausbaugh

    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.

    5
  • Support Admin

    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?

    4
  • Ad Astra

    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

    4
  • Stan Kutzko

    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
  • Dane
    Zendesk Engineering

    Stan Kutzko,

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

    0
  • Lana Banjavcic

    How can I see/amend what the email received by end users looks like when a section they are following is updated?

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Lana,

    At this time there is no way to customize this email that is sent out to users when they are following an article or a post.
     
    I would recommend sharing you feedback on this post: Customize Help Center "Follow section" email notification as that's is being monitored by our Guide/Gather product managers.
     
    Thanks for taking the time to share this with us!
    0
  • Rachel Inbar

    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.

     

    1
  • Hiedi Kysther
    Zendesk Customer Care

    Hi Rachel Inbar,

    I'd like to troubleshoot this issue further, I've created a ticket on your behalf so we troubleshoot this together. Please check your emails for more information. Speak soon! Thanks! 

    0
  • Rita Pang

    Hello, I'd like to troubleshoot this as well. I've already created a ticket and have yet to hear back, but we have a major update which we need to communicate to our customers next Tuesday.

    I would like to know about the following:
    1. If I "follow" a section and publish an article in that section as the author, would I ever receive notifications? I've noticed that I've never received any notifications but I would like to know how those notifications look like so we can verify our users' test cases.

    2. Our clients have told us that some people did not receive any notifications even though they followed the section. How can we resolve this? They made sure to whitelist our emails and have received notifications successfully in the past.

    It'd be really great if someone can help me out ASAP. Thank you!

    0
  • Is it still the case that if you a following an article and that article is updated then no notification is sent to the subscriber?

    0
  • Rachel Inbar

    Yes. This is true both for our end users and our staff members.

    0
  • I agree with the other comments above that you should look ot change this. It seems odd to follow a page/article but then not be informed of updates to that page.

    So basically if you follow a page you only get notifications if someone posts a comment on that page?

    0
  • Rachel Inbar

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

    0
  • OK, just trying to understand this. So by adding a comment to this article I am now following comments in this article and any new articles created in Managing your knowledge base?

    0
  • Rachel Inbar

    There are two kinds of follow. One is new articles and one is new articles and comments. Our help center has no comments, so it isn't relevant for us.

     

    0
  • Sorry, probably being a bit thick here, but is this and your reply not a comment?

    0
  • Rachel Inbar

    I'm a Zendesk user. The help center that I'm talking about is the one I run for the company that I work for--not this, which is part of Zendesk's support center.

    0
  • ah ok, sorry for all the questions I was just trying to understand how this all works.

    0
  • Stephen

    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

    0
  • Dave Dyson
    Zendesk Community Manager
    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
    0
  • Shana Blackstone

    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)

     

    0

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