Notifications on Help Center article comments

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40 Comments

  • Wes Drury
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    Hi Hugo if you created the article then you should be automatically subscribed to that article.  If the article was created by someone else then you should be able to subscribe\follow it.  I know there was an issue a while back but I thought it got fixed.  Let me do some testing on my account and I'll get back with you as soon as I can.

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  • Attila Takacs
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    Hi Hugo,

    Wes gave the correct answer. If you follow the articles, you will receive email notifications as soon as someone posts an update there!

    Have a great day!

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  • Hugo Questroy
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    Indeed, I did the test and it works fine.

    Is there a way for all agents to be automatically notified of comments on all articles without having them to subscribe individually to each one?

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  • Wes Drury
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    Hi Hugo - Well there is not an easy way to automatically subscribe agents to all articles.  You can subscribe agents to articles via the API however I believe the Help Center API is still in beta so you would need to go sign up for that beta. You can see the API on subscriptions from here:  http://developer.zendesk.com/documentation/rest_api/forum_subscriptions.html

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  • Laura D.
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    Hugo,

    We subscribe agents to the areas they need to stay up with using the API like Wes suggested, it works well. 

    If you're doing this in Help Center you'll want to look at this guide: http://developer.zendesk.com/documentation/rest_api/hc/subscriptions.html. You can sign up for the API beta here

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  • Hugo Questroy
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    Thank you all for your useful comments!

    I just signed up for the API beta access.

    Hugo.

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  • Samantha Lester
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    When a user posts a comment in our help center, it sends in a suspended ticket to our Zendesk instead of posting the comment. Is this a known issue, easy setting fix, or should I submit a ticket?

     

    Thanks!

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  • Dana Singh
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    Samantha,

    Suspicious questions and comments are sent to a spam queue where administrators can review and manage them however you can disable it by going to your Help Center >> General settings >> Spam filter.

    Filtering spam posts in Help Center: https://support.zendesk.com/entries/80494243

    Preventing spam in Web portal: https://support.zendesk.com/entries/74147123

     

     

     

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  • Graeme Carmichael
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    Samantha, this is working as expected. Email replies to forum update notices cannot be made to automatically update the article comments. Instead, users must post comments directly in the Help Centre. There is a feature request here https://support.zendesk.com/entries/51934017-Enabling-forum-topic-updates-replies-post-via-email-

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  • Samantha Lester
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    Thanks guys! It looks like the user must be commenting via email. I added my $0.02 to the feature request.

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  • David Pruitt
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    Interesting. I write all the articles for my company, but I am not notified when someone comments. I just went to one of the articles and it shown as me 'following it'. Anything I am missing in the settings?

     

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  • Jessie Schutz
    Comment actions Permalink

    Hi David!

    If you're following the article, you should definitely be getting updated when comments are added. Is it possible that the notifications are getting filtered out of your inbox or sent to Spam?

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  • Mary Kay Soto
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    It looks like the post was several months ago, so I wanted to be sure the functionality hasn't changed regarding this.  We have a significant number of documents on our Help Center that are end-user documentation.  They have been created by multiple people, some still with our company some who have left.  We need to have an email sent to our Support Group if someone adds a comment to one of these documents.  How do we do this?  

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  • Jessie Schutz
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    Hi Mary Kay!

    There's not been any change to the functionality on this. You can receive email notifications of new posts and comments by following the article, section, or category.

    Please let me know if you have any other questions!

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  • Jason Lovelace
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    I am looking at the Help Center API and not seeing any obvious way to have notifications of new posts sent via API to a tool like Flowdock. Is email the only method for receiving notifications of new Community Posts and Comments?

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  • Jessie Schutz
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    Hi Jason!

    There aren't any API endpoints available for notifications in the Help Center. What a lot of people do, including myself, is use a tool like IFTTT or Zapier to send the email notifications into other communication channels. I use IFTTT recipes to notify me about posts that look spammy, and to create a task in my task list when a ticket is assigned to me, among other things.

    Please let me know if you have any other questions!

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  • etalgo
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    Hey Jessie!

    For a second I thought you had the solution for me... :)

    "....receive email notifications of new posts and comments by following the article, section, or category..."

    Do you have an Idea how to get notified (as an Agent/Admin) about a new comment/post that is waiting for approval?

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  • Jessie Schutz
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    Hey etalgo! Sorry I toyed with your emotions like that!

    Sadly, as of right now there is not. What I have done is set up reminders for myself, 3 times daily, to check the Spam queue for any legitimate posts that may have gotten hung up in the filter. 

    Certainly your mileage may vary, but legitimate posts don't really get caught in the spam queue very often for our Help Center. Checking 3 times daily is more than ample to ensure that everything gets pushed through without a huge delay.

     

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  • Rebecca McMurry
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    I added a comment to a page I am following to test Comments. I have not received an email notifying me of the comment. I checked my spam filter and it is not there either. I also checked to see if it was recorded in Reporting > Knowledge Base, it is not recorded as a comment. Where else might I look to see if I have been notified of this comment?

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  • Jessie Schutz
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    Hi Rebecca!

    You won't get notifications for comments that you post yourself. So, if you're logged into Zendesk with you@youremail.com, you won't get a notification at you@youremail.com. You will, however, get notifications if anyone else comments after you.

    As far as reporting goes, it'll take 24 hours for that to be updated; it doesn't show up instantly.

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  • Monica Waltke
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    Just wanted to chime in, I too was having issues getting email notfications and I had everything set up correctly, and spam was not catching it.  Seems that Zendesk is a little backwards in that if you have Content Moderation turned on (which I did)  so my comments were pending,  It did NOT send the email until I Approved the comment.  Once I turned this off, I was able to receive emails when anyone left comments on my articles.  Hope this helps someone who may be having same issues.  Seems a little backward to me though!

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  • Jessie Schutz
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    Hi Monica!

    What you're experiencing there is actually expected behavior. When you have Content Moderation turned on, the post or comment hasn't actually been posted until after you approve it. If you think about it, it doesn't make very much sense to have notifications sent out for something no one will be able to see because it's waiting in the Moderation queue.

    If you're not using Content Moderation, then everything posts automatically (unless the spam filter catches it), so you'll get notifications right away.

    I hope that clears things up!

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  • Monica Waltke
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    Jessie,  Yes I already figured this out I was posting in case someone else had this issue.  To me this is backwards,  the person who creates the document should be getting emails that someone has tried to post a comment or at least one is pending.  I do not go out everyday and check to see if there are comments in the Moderation Queue.  So those comments sat there for days before they were dealt with.  We would rather not have the comments open but cant sit and monitor that queue everyday.

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  • Jessie Schutz
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    Hey, Monica! Sorry, I misunderstood what you were getting at.

    You are definitely not the only person who has provided this feedback to us. As you can see in this Product Feedback post, the Community product team are currently working on making improvements to our moderation capabilities.

    Deepa, the Product Manager, includes a link to a form where you can provide your suggestions and feedback on this directly to the team. I'd encourage you to take advantage of that, and to add your vote and use case to the comments there as well if you're so inclined. 

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  • Kiryl Sh.
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    Hi guys,

    We just released in beta an application that seems to solve the problem of notifications when new posts and/or comments are published in your Help Center.



    'Help Center to Support' converts user comments to articles in Knowledge base, and converts posts and comments in Community into regular tickets. So, it lets your agents receive and answer users’ comments posted in the Help Center directly to the agent’s interface. The initial public user’s content can be moderated, and follow-up conversations can be held in private mode in regular tickets.

    Before we validate the app for Zendesk Marketplace, we invite you to test it in beta. Visit our webpage for more details.

    We hope this is the solution you've been looking for.
    Join our beta team!

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  • Jessie Schutz
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    Hey Kiryl!

    Thank you so much for posting this! I've had a chance to play with it in my test instance and it works great!

    I'd like to suggest that you write this up and post it in our Tips & Tricks section, so people can find it there!

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  • Kiryl Sh.
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    Hi Jessie,

    Thank you for this feedback!

    We will certainly post it in Tips & Trick section as soon as we come out of the beta. Recently we had to suspend all beta testers accounts until we fix an issue that we discovered. Hopefully we will get back on track the next week!

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  • Sean C
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    Bummer not to see this rolled directly into the new ZenDesk Guides. Improving flow from tickets-->articles is great, but we need improvements on both sides of that equation.

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  • Kiryl Shafarenka
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    Hello,

    We are making our second attempt to link Guide (Help Center) to Support. This time we are using the latest versions of API and the Channel framework to make it work. The app is available in beta and we will be stoked to see you testing it with us.

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  • Tal Admon
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    Is there a plan to add API for the moderation queue? 

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