Customize Help Center "Follow section" email notification

71 Comments

  • Stephen

    +1 on the ability to customise the Follow email sent via Guide.

    We use markdown in our articles to style them to our companies brand guidelines and make them more visually interesting - none of this detail is received in the email sent when someone Follow's an article. This can mess up the reading experience on those mails.

     

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  • Daniel Shteingart

    Zendesk, Any update here? we really need the ability to modify outgoing Email templates for new articles. 

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  • Daniel Shteingart

    +1 Any updates? this one is open since 2015... 8 years ...

    1
  • Angela Werdenich

    I also want to support the call for this option - especially since we noticed that there is a major GDPR issue involved. The email notification contains the name of the author of the article which is not acceptable from a personal data protection perspective. So this means that we cannot use this important feature at all.

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  • Katarzyna Karpinska
    Zendesk Product Manager

    Thank you so much for sharing your feedback - we really appreciate the time you've taken to help us improve. I can definitely see how having more control over email notifications would be useful.

    Right now, this area of improvement isn't on our current roadmap. But remember, our plan is always evolving. We're constantly taking on board feedback like yours, and looking at ways we can enhance our product.

     
     
     
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  • Katarzyna Karpinska
    Zendesk Product Manager

    Angela Werdenich
    In your specific case, I'd suggest using a generic name (e.g. "Support team") in the author field. That way you won't be breaching PII retention regulations.

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  • Angela Werdenich

    Katarzyna Karpinska Thanks for the suggestion. Is there any way we can bulk-change the author of all articles? We have some 40,000 articles in our knowledge base, so doing this manually for each article would be quite a pain...

     

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  • Katarzyna Karpinska
    Zendesk Product Manager

    Hi Angela Werdenich
    You can always change the author to another agent, both on the singular article level and in bulk. 

    You might be also interested this article which describes how to solve this problem by displaying alternative author name for all the articles in HC.

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  • Arno (EMEA Partner)

    Referring to one comment earlier, I also think that having author name in notification can be problematic, and it seems like additional and even unnecessary piece of information that many might not wish to send out. 

    I would recommend removing it for now, as there is no way to choose, whether you send it or not.

    I understand that there is a workaround by setting specific non-existent author to each article, it could be one light agent user used for those that have light agents, but as I see, it would be better to remove author from notifications, or allow selecting whether you send it not.

     

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  • Jesse H

    It's interesting how the default Copenhagen theme lets you disable the author's image and name from the articles, yet the email is not configurable. 

    If we choose not to display the author's name against articles then someone who subscribes to sections and comments will still be able to see the author's name because it appears in the email notification.

    This shouldn't be like this. 

    If the email notification is not configurable, then at least develop a setting in Guide Admin that lets you choose to include the Author's name in email notifications or not.

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  • KM

    To comply with GDPR and our company's privacy policy, we're not supposed to send out names of our writers in the notifications. Indeed, pls, take this is a high-level privacy issue because of GDPR and your EU clients. Do keep the Author field in Zendesk CMS so in CMS we can continue to sort articles and audit content creation accordingly.  Make it possible to remove author names in Follower notifications. We managed to remove author names so they don't display in Search results, but need the option to disable it in the company notifications as well. Thank you.

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