Product Suggestion: Can you add email notification when articles are published?

14 Comments

  • Heather Rommel
    Comment actions Permalink

    Hi Mary,

    Why would you want this? Aren't they the ones publishing it? lol

    I think I'm missing your use case, but I'm not the Product Manager anyway so...

    -1
  • Mary Paez
    Comment actions Permalink

    Sometimes certain individuals publish their own articles. However, we have a group of KCS 1 support staff that only submit for review.  When we publish their articles, it would be great to auto notify them of this.

     

    KCS I create, classify, save, submit for review.  Then, they do not know the status afterwards.  It would be good, as a courtesy, to let them know their articles are published.

     

    KCS II and III publish their own articles.  In this case, it is not needed.

    2
  • Stephen Belleau
    Comment actions Permalink

    Thinking a little broader here, it would be great to have trigger functionality on articles, period. Our use case is similar where we would like our KCS III group notified whenever internal articles are created. We might also want to notify a different group when an external article is published to the help center.

    If triggers were enabled on articles we'd look for the following functionality:

    • filter conditions for brand
    • filter conditions for language
    • filter conditions for category/section
    • filter conditions for publication status & "is created"
    • filter conditions for labels
    • filter conditions for custom article fields - and the ability to create custom article fields 
    • trigger actions for email user or group of users (notification should be able to include placeholders for link to article)
    • trigger actions for creating a ticket would be amazing too, similar to how the KC app can create "flagged" tickets 

     

     

    Am I dreaming too big? :) 

    2
  • Mary Paez
    Comment actions Permalink

    I think these are reasonable.  Maybe give each user the options to turn these on/off to allow them to control how much notification they receive.  Publishing internal articles notif. is great for the worldwide team!

    I'm not familiar with the trigger actions you mention.  Can you elaborate?

    0
  • Stephen Belleau
    Comment actions Permalink

    Sure - I was thinking something similar to how ticket triggers work already. They have the conditions it evaluates, and then the actions it performs when something evaluates to true. e.g email a user, update a field, add a tag, etc.

    2
  • Nicole - Community Manager
    Comment actions Permalink

    Hey Stephen - 

    Would you be looking for true triggers, i.e. when an article is published it creates a ticket in Support that triggers can the be fired on? Or more of a customizable notification system that lives within the Guide interface and sends email (or maybe in-app) notifications? 

    0
  • Stephen Belleau
    Comment actions Permalink

    Hey Nicole!

    I was thinking actual triggers - if the trigger functionality is going to be expanded to include custom resource objects in the future, then I would hope articles could be included. So if I go to create a trigger, the first step would be to choose type of trigger: Ticket, custom resource, article, user... 

    2
  • Mary Paez
    Comment actions Permalink

    Hi Nicole,

    The problem with creating a ticket as a notification is that it becomes a middle step.  It would be helpful the email notification is sent directly to the author of the article.  

    Right now the Knowledge Capture feedback is sent as a ticket.  Then, I get an email and have to send it to the person that the feedback is directed to.  After I send the email to the author of the article and cc the person who sent the feedback, I have to set the product on the notification ticket and then close the ticket. This takes extra time for me to do this work.  

    It would have been a better design if the auto-notification went to the author of the article in which the feedback is provided with no ticket being opened.  It could  cc the person who sent the feedback since you already know both thru Knowledge Capture.

    0
  • Heather Rommel
    Comment actions Permalink

    While I can see Mary's point, for our account, an email directly to the author would not be the best routing for us. 

    We would prefer to customize a Trigger to route these if you don't mind because we would have differing needs based on which article, which section, which category and which brand.... Also the author of the article is not necessarily the point person for that topic forever... 

    So if we could trigger off a tag on that article, or the category/section... that would be amazing. And we'd love a ticket!

    Thanks for considering this!

    0
  • Mary Paez
    Comment actions Permalink

    Maybe offer two options on how to notify (enable the checkbox for the one you want)

     

    1
  • Nicole - Community Manager
    Comment actions Permalink

     

    Thanks for the lively discussion on this, all. Keep the ideas coming!

    0
  • Maggie Ungerboeck
    Comment actions Permalink

    I think this would be a nice to have but in our case, there would be no need for a ticket to be created. It would just save the step that I am doing currently which is to send an email to the author letting them know their article is live.

    I think being about the build more detailed email notification customizations would be great overall in Guide but for us, crossing it over into Support wouldn't be much benefit to us.

    0
  • Mary Paez
    Comment actions Permalink

    I have to agree with you, Maggie,  having tickets & a middle process slows things down.  Faster if the notification is sent to the person or group directly with no middleman process.  Also, we don't like having to manage all those tickets around feedback.

    0
  • Suzie Baunsgard
    Comment actions Permalink

    I would love to see the option for triggers on articles, so that we could develop the ability to notify folks when the status changes. 

    I get articles at all hours of the day (we're worldwide), and it's helpful to know soon after an item goes up so I can ask questions to that timezone in (whatever amount of crossover time) I have without waiting a whole day. 

    0

Please sign in to leave a comment.

Powered by Zendesk