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Creating Trigger or Automation Rules for the Zendesk Guide



Posted Jan 30, 2024

Hi There,

Shouldn't the trigger or automation feature that is possible in Zendesk Support also be available for the Zendesk guide product? 

For example, how can I receive a notification via mail or Slack in a scenario like the one below?  
 
When an agent creates an article, send a notification to this person when the article's status is awaiting review. 

We have to do most of the operations in Zendesk guide manually and this isn't very pleasant.

 


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Shawna James

Community Product Feedback Specialist

Hey Muhammet,
 
Thank you for taking the time to provide us with your feedback. Just so I am clear on this feature request, are you (as an Admin) looking to be notified when an article is just awaiting review or would you also like to know when it has been published? Thank you again!

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Hi Shawna,

Obviously, I primarily want to be notified if an article status is "awaiting review".

The reason for this is this.

Everyone in my team writes articles, but an article cannot be published without being reviewed, so there are people in our team who have reviewer responsibility. If a person sets the status of the article as "awaiting review" and notifies the reviewers in my team, I will not have to follow this process manually.

Thank you !!!

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Hi, has there been a solution or workaround for this ‘notification when article awaits review’ yet?

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Also looking for information on this. My reviewers shouldn't have to go into the Guide cue every day to “check” if there is content to review. I'd also like the authors to be notified once their work has been published so the reviewer doesn't have to manually follow up in an external channel.

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Hey team! 

Adding to this thread - is this trigger in the pipeline or is it something that could be created? We frequently update our reference docs stored in Guide and the Guide Admin teams would like to be notified that any changes are awaiting review so we can efficiently update documents for agents. 

Thanks!

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