Product Suggestion: Can you add email notification when articles are published?
Is it possible to enhance the Publishing option in Guide so that whenever a new article is published, an auto email-notification is sent to the author of that article?
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...
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.
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? :)
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?
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.
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?
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...
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.
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!
Maybe offer two options on how to notify (enable the checkbox for the one you want)
Thanks for the lively discussion on this, all. Keep the ideas coming!
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.
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.
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.
Agree with Mary.
our KCS I can only submit for review. They need to submit the article via the KC app to get the link statistics. Since the author is not notified when an article is published, our KCS Coach need to send them a message when the article is published so that they can submit the article in the ticket. This is very time consuming.
Hi, further refinement here. We'd love to notify people (or groups) on publishing, and as one of the people who admins content, I'd really like a notification when folks create a draft.
Long story short, we have a process for creating content, and creating a draft with no follow up notification leaves me in a position where publication is delayed (which is not great for our customers) and where my first interaction with a writer is not timely and not as positive as I'd like.
The features in publishing and guide admin are not as helpful as an actual notification. People are often doing their best in trying to do it right, but miss a step, don't quite get everything perfect, and something's left hanging in draft where it's not searchable and lacks visibility.
Hi all! I'd love to use something like this to pull into a Slack channel we have. This way it alerts our team to look for it while working with customers or refer to it for an internal process coming up. I've been looking for an option for this since we moved to Zendesk HC but it's not apparent and a lot of the Google Results bring up a broken link. Does anyone have any process they've used to accomplish this? Thanks in advance!
I'd also be interested in getting notifications from published articles to Slack or Teams, so everyone in our support team is aware of new articles.
Any updates on this? Would also need to receive a notification for unpublished articles.
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