Expand Follow functionality

Not planned

19 Comments

  • Official comment
    Nicole - Community Manager
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    Hi all -

    The product team has reviewed the requests in this thread, and determined that this is not functionality that we will be adding to the product.

    Category level subscriptions
    Regarding subscriptions at the category level, it's been determined that most knowledge bases have so much content that subscriptions at that level would inundate users and the number of notifications going out would be a huge load burden as well. This will be particularly problematic with the introduction of Flexible Hierarchies where there are now multiple levels of sections and sub-sections.

    Auto-subscriptions
    For the request about auto-subscribing users, it was determined that most users wish to control their own subscriptions. Having agents subscribe users also bumps up against some rules and laws around spam or unwanted email. The suggested workaround here is to have your agent message a user with suggested sections/articles/topics/posts for them to subscribe themselves to.

    Article updated notifications
    Notifications for when an article is updated/edited are still under consideration. You can follow that request here: Follow article feature to notify users of article content updates

    Since the product team has made a determination on these requests, this thread will now be closed for comments and archived after 30 days.

    Thank you all for your feedback!

  • Heather R
    Comment actions Permalink

    I'd also like for customers to follow a category!

    2
  • Sylvain Bouet
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    I have exactly the same issue, we would like our users to follow automatically the Announcement section. Is there a way to make it the way the system is ?

     

    1
  • Nicole Infiesta
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    It looks like you can now follow a section, but not a category....so maybe some progress has been made there.  I'd love to see the ability to use the Follow functionality on the mobile site.  

    0
  • Mike Lapointe
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    Agreed - I am looking to make an announcements section as well .

    Maybe Announcements could be its own feature?

    0
  • Patricia Boskin
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    The ability to follow an article, and get an email when it's updated is important to us.  In addition, if you could highlight what changed in the article that would be helpful.  However, even the basic email (something changed) would be helpful.

    2
  • RTx
    Comment actions Permalink

    Ad an administrator, I'd like to be able to automatically follow all sections and all articles. I'd like to get a notification whenever a new article or section is created. I'd also like notification when any article has been updated. I'd actually like this for my agents as well; it keeps them up to date when new information is put out.

    0
  • Laura Fu
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    I'm looking for this functionality too. I just noticed, as a user of another ZenDesk Knowledge Base, that it is possible to follow a section, but only a section, not categories.

    It would be tremendous if I could receive an email alert every time they added a new article into the, for example, "New Features" category. Instead, I bookmark it and regularly check in to see if there's anything new. Sometimes new articles happen quickly as developers improve the tool.

    Is this possible, either as a user or agent, to "follow" a section that would enable an alert feature?

    0
  • Jim Sciarra
    Comment actions Permalink

    +1, add me to this too.  We want our customers to be notified whenever an article is updated.

     

    0
  • Alan Oehler
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    Big +1 here too.

     

    0
  • Maya Mandel
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    We also need this functionality (to automatically sign up users to follow a section) for a release notes / announcements section

    1
  • Thomas D'Hoe
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    AGREE!

    0
  • Nathan Polidori
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    +1! Does anyone has a solution to make some users follow automatically some sections?

    0
  • Cooper Marcus
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    Wait, "Follow"ing an article doesn't notify the user when the article is updated?! So... what is the purpose of the "Follow" button?

    1
  • Merav B
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    @Cooper - to get updated when comments are made.

    0
  • Gillian Florence
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    I too would love the ability to follow an entire category!! We currently have a category called What's New and in that category the following sections: Announcements, Release Notes, and Service Notifications. We are trying to drive/coach our customers to this category for information through email campaigns and when providing instructions, it's silly to have to get them to go into each section to select to follow.

    Also, on the topic of hopefully implementing the functionality for followers of articles to get notified when an article is updated rather than just when comments are made - please consider the ability for admin to dynamically choose globally when to notify followers or not, depending on the situation. I would hate to be "updating" an article for something minor such as a typo or spelling error or design element (heading title change) and followers are notified for this, it could get to be too much. Would really want to ensure that only for major updates to articles followers are notified and that's in control of the admin to choose when. Hope that makes sense!

    Thanks!

    3
  • Daniela Basualdo
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    +1 too. we need this for our page.

    0
  • Olga Skvortsova
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    > I too would love the ability to follow an entire category!! We currently have a category called What's New and in that category the following sections: Announcements, Release Notes, and Service Notifications. We are trying to drive/coach our customers to this category for information through email campaigns and when providing instructions, it's silly to have to get them to go into each section to select to follow.

     

    Sounds as a very useful feature, our team would really love to see this one implemented! :)

    1
  • Loïc Baque
    Comment actions Permalink

    Hello,

    One year after, what is the status of this request ?

    We are a lot are waiting for that feature : all the agent to automatically subscribe "follow" to some users, for some articles or sections.

    Waiting forward your reply.

    Loïc

    0

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