Follow article feature to notify users of article content updates

98 Comments

  • Kyle Paulson

    Thank you Hkerkdijk...you made me laugh. I've noticed several tickets like this that have languished for years without movement as well. I have been forming an idea to make an article about the negligence and post links on all the neglected articles to bring "a known bug" to the attention of Zendesk with the hopes that the evaluation process for feature requests gets fixed. This would also simplify things because we could all just follow that article ;-p 

    More seriously though it would help to have more transparency about what kind of traction is needed to get a feature request implemented around here...and if development resources are an issue, then maybe a ticket about negligence really would really help make that a topic of conversation behind the scenes as well.

    That's my two cents!

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  • Hkerkdijk

    Dear Kyle,

    same here.

    Or copy and paste this link to the 'Get help' chat with a request to investigate?

    Best wishes,

    Henri

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  • Won Lee

    Add me to the request list as well!  Thanks, Zendesk.

    1
  • Hkerkdijk

    Since nobody from Zendesk is watching this anymore for the past couple of years, how do we get the message across?

    I tried the 'Get help' function, but a bot isn't helping any.

    Ideas?

    1
  • Nicole Saunders
    Zendesk Community Team

    Hi Hkerkdijk

    We are watching this thread. Is there a question we can answer for you? 

    1
  • Katie

    Hi team, can we please have an update on this feature and if it is something you're planning?

    1
  • Tracy Scobba

    Yikes, Zendesk... This is just embarrassing. I had no idea the followers weren't notified when the article was updated. That's just silly.

    1
  • JACQUELINE LEHR

    Today I fielded yet another customer complaint that was escalated though sales to support to me about not receiving notfications for updates to an article that was important to them.

    What a waste of everyone's time!

    Please prioritoze this feature. Thanks!

    1
  • Andrey Bobrovskiy

    Also very interested in this feature! +1 to having an option to publish updates with or without notifying the followers. 

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  • Victoria Dvornikova

    Hello,

    For some types of articles it would be really useful to allow (maybe by specific setting, not as a default) to notify customers about article updates. 

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  • Jose Kanapi, III

    Cool.  Good to know that a notification can be sent to followers once an existing article is updated! 

    Is there an option to set up what to Follow at the Home page in general (i.e categories and not go through each one-by-one) and/ or Follow All?

    Thanks.

     

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  • Frank Perazelli

    @Jose - Unfortunately the option currently available is to Follow a Section. As the Admin for my Help Center I follow all Sections so that when an author adds an article I get a notification. If you permit Comments to your articles, you can follow the article comments.

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  • Jose Kanapi, III

    So... it's just the Admin who can follow all.  I see.  Thanks, Frank.  

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  • Frank Perazelli

    @Jose - No any user can Follow any or all Sections.

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  • Jose Kanapi, III

    @Frank - Sorry. Im new to this... I initially meant to ask was -  is there an option for a regular user to select and follow all in one go, without going through each category or article and clicking follow? A 'Follow All' button, if you will... 

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  • Frank Perazelli

    No that option does not yet exist. You can only Follow from a Section, each on individually. Sorry...

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  • Jose Kanapi, III

    No worries.  

    Thank you, Frank.  Cheers! :)

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  • Heather Rommel
    Community Moderator

    @Christian - you are SO right, we don't want notifications going out EVERY time. we would like more control over that. You nailed it.

    Thanks

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  • Christian Colding

    That's a great idea Patty!

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  • Lester

    +1. we sync our bugs to the help center and we need a way to notify a customer when the status of the bug changes. 

    its an automatic process so we can't put the article in draft and republish

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  • Christian Colding

    Hi all,

    I've been reading your feedback and wanted to reach out with a few questions.

    What types of users do you believe need to get notifications on article changes? And is it only for certain content that you could imagine notifications making sense or is it for all content?

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  • Christian Colding

    Hi Antonio,

    Could you elaborate a bit on who would decide to get article updates? Who are those types of users in your Help Center?

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  • Christian Colding

    Hi Merav,

    That's super interesting. So why do you want to get them to follow the article and why do you think it's so hard to get them to do it? What do you get out of them following articles? Also is this for specific articles or is it for all articles?

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  • Mary Paez

    Has this feature been revisted?  If an important article is updated and someone clicked on the Follow button, is that user notified that a change was made?

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  • Dana Fine

    We would really like this feature implemented, even if every time a change is made, all who follow are updated.

    Thanks,

    Dana

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  • Scott Kinnear

    +1  for the option to notify following users of an edit, via email.

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  • Christian Colding

    Hi Scott (and Dana),

    I would love to know more about your use case. Who are you trying to target with these notifications? What content do you expect that people follow and want updates to?

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  • Jimmy Rufo

    Hi Christian,

    I am Dana's boss and she was speaking for me most likely.

    My use case is knowing when a client facing article has an update, and my team knows, so we're all aligned on what changes are being made to the external facing help center.  Right now, someone on my team can make a change to a whole section of an article, and I'd never know about it.  I'd like to know about it.

    Below is a screenshot of how a similar knowledge management application handles notifications for watchers, when articles are changed or have edits.

     

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  • Mary Paez

    Is there a way in the future to add version control on articles?  The reason for this is I want to be able to track changes over time and be able to edit an article without publishing it until all changes are made.  Right now, if I edit the article, the only way to keep the old one published is to publish the new changes when I save.  It would be nice to have an Edit vs Publish status.  There are use cases to keep an article in Edit mode yet keep the previous version published.  Example a monthly newsletter, or new version info, etc.

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  • Christian Colding

    Jimmy and Mary,

    It sounds like both your use cases are internal. It's not to inform end-users of changes, it's so that you (and your team) can keep track of changes made? We have features coming that might help alleviate this problem by showing all events that happen to your articles and also showing revisions of articles, with specific changes to body content and title (similar to Jimmy's screenshot). These events would not be end-user facing, so do you believe that it still helps in alleviating the problem? 

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