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![Erin Daniels's Avatar](https://support.zendesk.com/system/photos/1260931892069/profile_image_1900332206304_10557657.png)
Erin Daniels
Joined Dec 13, 2021
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Last activity Jun 13, 2024
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Latest activity by Erin Daniels
Erin Daniels commented,
Hi Zendesk,
+1 to prioritizing the "follow article" feature!
In places like this forum, it make sense to tie notifications to new comments, since updates are communicated through comments. But in a help center context, it's more useful when notifications are triggered by article updates.
The workaround of "follow a section > unpublish an article in that section > edit the article > republish the article > section followers updated" would technically produce some of the result we're looking for, but it's quite a clunky process. It'd make things more difficult for our busy content writers, and followers would also be notified about other articles in that section that are irrelevant to them.
Seems like this feature almost got prioritized back in Q4 2022. We'd love to see it revisited in 2024. Thanks!
View comment · Posted Dec 10, 2023 · Erin Daniels
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Erin Daniels commented,
Adding a vote here for improving the word cloud feature.
Currently ticket subjects need to match exactly in order to be counted, which is not helpful when our many agents have varied ways of documenting the same topic (e.g. "COVID-19 question" vs "COVID-19 request").
Expanding this to the ticket body would also be very nice. We have a use case for identifying common words in the first comment of a ticket, or the second comment, third, etc.
Please consider adding this to your roadmap. Thank you!
View comment · Posted Oct 01, 2022 · Erin Daniels
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Erin Daniels commented,
Hi Zendesk team,
+1 to the need for this expanded article feedback feature. With just the down vote data, we are left wondering why a page was not helpful to users. We'd love to see a built-in option to collect feedback on unhelpful articles similar to what Slack and others have set up.
Is this item on the roadmap for the Zendesk product team?
View comment · Posted Feb 09, 2022 · Erin Daniels
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Erin Daniels commented,
Hi all,
I'd like to add another vote for creating granular options for customizing Guide admin/manager roles and permissions.
Our help center is managed by two teams: one oversees the internal knowledge base, and the other handles the public help center. We'd like to make members of each team admins over their respective content, which we have divided into distinct categories. Ideally the internal team could not edit, move, or publish articles in the public categories and vice versa.
It would be nice to have the option to give an agent admin rights, but then be able to select which categories and/or sections the admin rights apply to. In addition, I agree with the points made above that customizable roles would be very useful. We'd love to see this type of update on Zendesk's roadmap. Thank you!
View comment · Posted Jan 31, 2022 · Erin Daniels
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Erin Daniels commented,
Hello Zendesk,
Is there a way to make some of our agents admins over only certain categories in our help center?
We have some team members who oversee our internal articles and others who oversee our external articles. We are exploring ways to ensure internal agents don't edit or publish external articles without limiting their admin permissions for the internal help center.
Thank you!
View comment · Posted Jan 18, 2022 · Erin Daniels
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Erin Daniels commented,
Hello Zendesk,
Is there a way to disable the email notification when an article needs to be verified? The "owner" of our articles is a user segment that includes the entire knowledge team, and we'd like to avoid a massive influx of emails if possible. Thank you!
View comment · Posted Dec 13, 2021 · Erin Daniels
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