Knowledge Article "Open for comments" does not work.



  • Sara Anthony

    I had the same thing happen to my account as well. Following

  • Brett Bowser
    Zendesk Community Manager
    Hey Nazar and Sara,
    Is the comment section in your article completely missing? There's another setting for displaying comments if you navigate to Guide Admin>Themes>Customize (under your theme you're using)>Article Page Elements. There should be a checkbox for showing comments on articles that you'll want to make sure is enabled. Make sure you select Publish after you enable that option. 

    Let me know if this doesn't get you the solution you're looking for!
  • Nazar Vitkovskyi

    Hello Brett Bowser

    thanks for your advice. It helped :)

    I have a few more questions though :

    1. Is the comment section available for all users? Doesn't matter if a user is logged in (anonymous)? Or only for logged users?

    2. Is it possible to have the next setup: a user leaves a comment > it triggers an email notification that goes to people in charge of Knowledge Base / raises a support ticket that will be assigned to a specific group?

    Thanks in advance!

  • Brett Bowser
    Zendesk Community Manager
    Hey Nazar,
    1. Only users who are logged in will be allowed to leave a comment. Anonymous users can only upvote if you have that option enabled under the Guide settings. 
    2. You would need to create either a custom integration that uses our API to automatically generate a ticket if a user comments. Otherwise you could potentially create a dummy user profile that is subscribed to your Help Center category/section/articles. When the user profile is subscribed they will get an email notification any time someone comments. You can then add that user profile email address as a support address which should generate a ticket in your account. You can then create a trigger that auto-assigns tickets based on the support address the ticket was created from.
    Hope this helps!

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