Email Notifications from Community need more control for Admin

11 Comments

  • Brenda L.
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    I definitely support this request for great admin control over community email notifications! Our case is a bit different. Instead of clicking on the link in the email notification that returns them to their community post, we have customers instead replying to these notifications. This creates a ticket - which we don't want.  

    We don't want to turn off these notifications because it's the only way for a large  percentage of our customers to return to their post (The "My activity" link doesn't appear for them anymore). However, with no way to alter the email text, we'll continue to have this problem.

     

     

    3
  • Mikhail Vink
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    We have exactly the same issues as Brenda, so more control would be appreciated.

    1
  • Andrew McIntyre
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    Exact same thing as Brenda:

    "I definitely support this request for great admin control over community email notifications! Our case is a bit different. Instead of clicking on the link in the email notification that returns them to their community post, we have customers instead replying to these notifications. This creates a ticket - which we don't want."

    1
  • Dave Voll
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    I'm having this same issue. When you comment on a post it automatically follows the post, then when someone comments after, it sends an email notification that triggers a ticket to be created in zendesk. I wish there was a way to turn off following any posts or content for one user, or the toggle email notifications off for our admin email.

    1
  • Darren Hua
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    What we need is an internal knowledge base, either through zendesk guide or an internal app that would let all agents edit/send notifications so all agents everywhere would be updated with the latest issues. This way would be great to sync since we have agents all over. 

     

    Right now the only way is to follow an article but editing it would not send out any notifications which defeats the purpose of notifying everyone. 

    Thank you!

    0
  • Bill Cicchetti
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    We noticed the same thing since rolling out the Community.  We definitely don't want replies to this notifications to create tickets and I dont see anywhere where you can edit the contents of these notifications.  The warning is in light gray and would better more useful if more prominent 

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  • Nicole - Community Manager
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    Hi all - 

    Thanks for your feedback! Unfortunately, no further development on the Communities platform is planned at this time. For more information, please see the official response in the thread "What is the future for Zendesk Community?

    You're welcome to continue voting and sharing your use cases, which will be useful should this product be picked up for development again. But we will not have any updates in the foreseeable future. 

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  • Bill Cicchetti
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    Nicole,

    Do you have any suggestions on a work around for this issue?  It doesn't appear that we can access the notification nor am I finding any unique identifier I can use to create a trigger to catch these.

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  • Nicole - Community Manager
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    Hi Bill - 

    Apologies for the delayed response! Ironically, I missed the notification that you posted. 

    I wish I had a workaround for you, but I don't. We're struggling with the same issue. 

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  • Bill Cicchetti
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    Hi Nicole,

    Not a problem.  Luckily so far it hasn't been much of an issue.

    Have a great weekend.

    0
  • Mike Davis
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    We have the same need on our end. We'd like to customize and catch these notifications independently of the other notifications going out for tickets and such.

    0

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