Customize Help Center "Follow section" email notification

58 Comments

  • Russell Duncan

    I am also looking for this feature. We just removed all author names from our articles because it's not important to our users; they'd rather just see the date. But, users still see the name of the author in the email notification on new articles. We'd like a way to remove the author from email notifications. 

    7
  • Leif Brown

    I would also find this feature very useful.  It's been suggested that I disable  notifications entirely because they are unbranded, unattractive, and include information we don't want to share (like author names).

    7
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    +1

    6
  • Dylan Cao

    7 months past after the official comment, is there any further information?

    The customization of the automatic notification mail is also important to us.

    • There is no greeting in the content. (Like dear partner), which is impolite to our customers and feels cold.
    • The e-mail address is noreply@xxx.zendesk.com, which is not good for our branding, and may make the mail come to customers' trash or spam box. We want to change it as our official e-mail address.

    Hope you can take our suggestions into consideration.

    6
  • Remco de Waard

    Check. Was looking for this feature also. I found this page by by Googling for "follow articles zendesk notification template"  (https://www.google.nl/webhp?sourceid=chrome-instant&ion=1&espv=2&ie=UTF-8#q=follow+articles+zendesk+notification+template%5C)

    The reason why I am looking for modifying the e-mail template is that our marketing department wants to check (and alter if necessary) all standard outgoing e-mail templates. They would like to check for the tone of voice. At this moment, I am not able to give a proper followup to their request.

    It would be nice if a Zendesk Administrator has the ability to modify the Help Center "Follow section" notifications. I would like to give this notifications the look and feel of our own organization.

    5
  • Paul LaBarbera

    +2

    5
  • Pixmeo Support

    +1

    4
  • Maiken Blok

    We want to customise these e-mails too to match our branding and make it easy for our customers to recognise the content is from us. I attach a copy of an e-mail here below. I suspect these often land in the spam filter or simply get deleted without anyone reading them, as there are no clues other than the sender name that it comes from us.

    We want to be able to customise the templates 1) to match our branding and 2) to match the style of the content we usually provide.

    4
  • Laura Horvath

    Totally agree.  Does anyone know if we can edit those email templates at all?  I can't find any articles on it in the KBA but wondering if I am looking under the correct searches.  IF there are any suggestions or tips on ways to edit the emails generated from the 'follow section' capability.

     

     

    3
  • Henkka (Pepron)

    Adding +1 here, and would like to ask does this feature request also cover all of these emails being sent from 

    noreply@subdomain.zendesk.com

    Or is there another feature request for that? Or if this is possible to already change even better :)

    It's causing problems when we are using a diffetent email domain for these emails then the one the customer is accustomed to.

    3
  • Maya Mandel

    I was actually hoping to use a Slack channel in my company so automatically post updated made to articles, instead of having to instruct people to go through the very tedious process of following each and every section (and also to reduce number of emails).

    Unfortunately the email notification is so dull in information that it's not going to be effective. It doesn't even post the content of the comment itself.

    The too-basic email notifications for followers of help center articles is increasingly becoming a major painpoint for us as we grow.

    2
  • Paul LaBarbera

    You're able to modify the template a little by using the standard email template under the Agent > Admin > Email menu.  

     

    This allows you to customize a header or footer, but it doesn't let you modify the body content of the email.  I've even tried targeting the CSS on the page, and nothing happens.

    It's very frustrating to me that the standard emails being sent by ZenDesk convert articles to plain text. The "Huge" and "Large" text options aren't copied to the email. arg.

    1
  • Melanie Bunting

    +1

    1
  • Max Ostapenko

    Hi,

    Inability to customize the way our loyal customers get updates from us is frustrating.

    Please, enable its customization as one of Help Center design tempates.

    Thanks.

    1
  • Lester

    +1.  here too.

     

    1
  • Mikaël Janssens

    Hi

     

    Come on, this should have been a feature a long time ago. Now, every time a user replies to that mails, we get a "Re:" ticket in the backend of Zendesk (Agent). That's really, really annoying. For the agents, but also for clients which are trying to respond on (e.g.) a Feature Request. 

    Do something about this please!!!

    1
  • Nathan Polidori

    +1

    1
  • Adrien Le Roy

    +1 

     

    We really need to be able to customize email notifications for people following a community post. Please ZENDESK, update us !

    1
  • Vlad
    Community Moderator

    +1, needed for KB and Community

    1
  • Sven Asmus

    +1

    We need a possibility to change the email layout (font-size, font-family) to use this feature for our customers. We have a very strict CI. Font-size 7.5pt for article content in outgoing email is not acceptable. The feature "Follow KB" is important for one of our processes, but I can't use it cause a simple style.

    1
  • Stephen

    1.Yes, it's about notification emails for Community.

    2. Hmmm, I get that and it's a good point, but it's a Community after all. They should be encouraged to go upvote (mark as answered) the answer so others know it helped and is correct. We can't even tell if it did help because they don't need to come back and tell us or the other member.

    If we could change the email to even say something like "Did this help? Let the Community know by upvoting this answer"

    You must experience the same here in this community? How do you mark things as answered if no-one comes back? Especially best practices, not yes/no support questions.

    1
  • Oscar Junker

    Hey Stephen!

    Good hearing from you and I totally understand this. Since the notification email is such a key part of the end-user experience it should also be customizable like the rest of the end-user experience. 

    This is something we are looking at doing - but to be completely transparent with you email customization is really tricky. I will keep this thread updated with progress. 

    Thanks!

    1
  • Sarah

    I would also like the ability to customize the "follow" email that gets sent to end users. Is there any update on this feature? Thanks!

    1
  • Emelie Stjernquist

    We also need to have it customized. As is, the content shown in email doesn't reflect the importance of the information given to the customer, neither is it branded.

    We are using as is, but are not satisfied with it.

    1
  • JACQUELINE LEHR

    The inability to customize emails creates a poor customer experience for the customers we serve in our Zendesk Guide help centers and for me as a Zendesk customer. Please consider prioritizing this feature. Thanks!

    1
  • Kasper Sørensen
    Zendesk Product Manager

    Hi Ronja Sindek

    The only way that I know of is if you remove the {{footer}} element from your email template. Here's how this is inserted on my account (the default template - you can click the Revert link at the bottom to restore the default template if you want)

    1
  • Joris Heuberger

    I ask Zendesk's Support and there is no way to customize this template.

    0
  • Remco de Waard

    Our issue here is the following; on our portal we place all customer reports. When we place such report, the customer will receive a notification about the new content (great feature, saves us a lot of time). Every time we place content (and a notification has been sent) there are customers that will reply to the e-mail, even though at the bottom of the email it says "Please do not reply to this message. Email replies will not update Help Center content.". It appears that people dont see this. They will also miss that the corresponding address is 'noreply@...'. resulting in an email that is suspended. For now we have put the noreply address on the whitelist (https://support.zendesk.com/hc/en-us/articles/203663246-Managing-suspended-tickets-and-spam) see what happens. 

    Ideally we would rather see that we could tailor this notifcations. 

    0
  • Maggie Atkinson

    Our organization needs this feature, too. 

    0
  • Benjamin Keyser

    Thanks very much for the feedback. We've been discussing the possibility of migrating the email templates into our theming center, which would then enable them to be customised.

    As some of you may know, we ran an EAP for customised HC page templates where we're adding more levels and more options for customising themes... including out of the box toggles for adding or removing page components. Once that functionality is released to all, we can get back to thinking about what's next for the theming center... and email templates are back on the radar again thanks to this discussion!

    0

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