[Zendesk Guide] Notify Article Creator via mail when a comment is posted

3 Comments

  • Kasper Sørensen
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    Hi Robert,

    I like the idea a lot. In fact, we're researching something along those lines. Can I ask/confirm a few things with you?

    1. You're thinking of using the current (public) comments for this?
    2. Or would you rather have private comments that are not publically visible?
    3. You mention agents. Would these comments originate from agents that have Zendesk accounts or would it be from elsewhere too?
    4. How would you prefer to track a conversation starting from a comment like this? I have a few options, but feel free to add your own: (a) Simply by adding more comments, (b) using a Slack channel, (c) using a Zendesk ticket, (d) using Email, (e) something else?
    5. What are you doing today in lieu of this functionality?
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  • Robert Schwarz
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    Hey Kasper,

    thanks for your post, I see some interesting questions!

    1. Yes
    2. No, but that would be a nice idea too. Let internal people give "private comments" and external ones public comments.
    3. The comments would originate from internal employees with access to our internal helpcenter.
    4. That's something we haven't thought through honestly. We will most likely stick to e-mails and create a new Trello/Asana Task for our guide editors.
    5. As of now, I haven't thought about adding this feature myself. All I did so far was find a workaround to still receive e-mail notifications for comments.

    1
  • Ryan McGrew
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    Hey Robert,

    Thanks for the information, one small note, if you create an article you should automatically be marked as following that article. Are you asking that other users be automatically be set up to follow the article? Or is that functionality not working for you?

    Thanks!

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