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Help center guide for end users



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Charles Nadeau

Zendesk Documentation Team

Edited Feb 10, 2025


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17 comments

There is this statement:

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

This is the one feature I would expect when following an article. How can we enable that functionality?

7


I agree with support admin!

1


Agreed. I don't understand the purpose of following an article, if not to receive notifications on updates.

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I agree on the above comments, and actually, I have subscribed to our own articles via my personal email account, and it seems that I DO get the updates within the article comments in some cases, but in some cases not at all. So there must be still something that influences if the change in the contents triggers another email to followers. Can it be that if the article title is adjusted, then the followers get an email?

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Dekbi

Zendesk Customer Care

Hi Tiina,
 
We have documentation that answers the confusion about the notifications that you get from a subscribed article. It states that whenever you are subscribed to an article, you will receive a notification only if there are new comments on the article or post; however, you will not receive notifications when the content in the article or post is updated.
 
For your reference: What does Follow mean in Guide or Gather?
 
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.
 

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I found 2 posts in the product feedback section that we can upvote for this functionality. I have upvoted both articles. 

Follow article feature to notify users of article content updates

Notifications for updated content in articles

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I 100% agree with all the comments above. We created our own release notes process around this and created one knowledge article for month and add weekly release notes to it. If I am following an article, I would 100% want to be notified of updates being made to the article. If I was doing something one way, and now it changed, I would want to be informed of the change. 

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Hello, 

We have just migrated to Agent workspace but now I have the below issue occurring: "im ringing a number which isnt on the profile, when i end call, it shows the recording against the number which is on the profile, not the number i have rang" Could you please advise if this si expected behaviour? 

In addition, I reported issues with chats earlier today but yet to receive the response (#10159255

 

Thank you 

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Dane

Zendesk Engineering

Ksenia Shanyuk,

Are you still experiencing this issue? If you do, please contact us through Messaging for there's a need to investigate your account directly regarding this behavior.

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If someone can help us with below secnrio?

We have multiband setup, we getting different options in help center profile dropdown while we log with the same user id.

 

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Dane

Zendesk Engineering

prakash.sati,

It's possible that the codes for your help center has been modified for your brands. You'll just have to compare your codes in Guide > Customize Design > Customize > Edit Code and use the code for the format you prefer. I also noticed that you have already submitted a ticket and is already being worked on. Please wait for the update from my colleague.

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Is it possible to send a notification email to the subscribers/followers of a particular section whenever a change is done to the section
1. whenever any article is added

2. whenever any change is made to the section, be it editing the name and description of section, or deleting the section.

Thanks.

 

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Christine

Zendesk Engineering

Hi Aazim,

I see that you already raised a ticket with us regarding this. Kindly check your email for more information. Thank you!

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Is there any way a user in the forum can include an upload  file to their post?

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Aleksandrs Galiullins

Zendesk Customer Care

Hi Bill,
 
Currently, there is no option for adding attachment into community post, and we are aware of this feature request from our users as far as I understand right from this related discussion I have found here Attachments in Community.
 
In addition, I encourage you to leave your Voice there, as conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

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The upload limit was relevant 9 years ago and it's still relevant now. Why was the post closed for comments? We need this!
https://support.zendesk.com/hc/en-us/community/posts/4409217154202-Attachments-in-Community

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Shawna James

Community Product Feedback Specialist

Hi Francesca, thanks for your comment! Shawna here from the product feedback team. The post is closed for comment because the feature request is not being considered for development and the product management teams that manage the product have the input, use cases, and feedback needed from customers on that thread should they decide to revisit the request in the future. In order to maintain clarity and transparency in our product feedback space, we will close a post for comment and communicate with customers ahead of that decision to signal that there is a firm decision on a particular piece of feedback. 
 
I understand how our updates about this feature not being prioritized might have caused frustration because we didn't reference our guidelines in the post. Product feedback that is provided in this space is not guaranteed to be included on any product backlog or roadmaps. While we listen and read every piece of feedback that comes through this forum, in some instances, our product teams need to make the tough decision to work in a direction that is not aligned with a particular piece of feedback. 
 
We appreciate you sharing your feedback and letting us know the areas you wish to see improved. The latest up from the product team is the most up to date in terms of plans for this feature request. If you wish to share any additional information with the team, I want to point you in the direction of our product feedback forum for Gather where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility.  Here is our product feedback template to get you started. Thank you again!

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