Notifications on Help Center article comments

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  • Nicole - Community Manager
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    Hey Tal - 

    What functionality or information are you looking for specifically?

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  • Tal Admon
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    Hi Nicole,
    I want to show in the support app the number of pending items in the moderation queue.
    I was thinking about developing an app but I don't know how to get data via the API

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  • Nicole - Community Manager
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    Hey Tal - 

    I checked in with our resident API expert, and he said that this endpoint is not currently available. They have added the functionality to subscribe to your moderation queue, so you could subscribe to that via a particular email address, or if you use Gmail, set up labels/filters for those notifications (Gmail labels are how Jessie and I keep on top of those notifications for this community.) 

    He also encourages you to make this suggestion in the Product Feedback topic, as it's something that would likely be useful to many users. 

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  • Tal Admon
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    Thank you for checking!

    The emails are very lacking - they only contains the sentence: You have received new content that requires moderation

    If, for example, the email would have contained the current number of items in queue, I could use Zapier to push this info to an accessible file (e.g., public Google Sheet) and read it from within the zendesk app.

    However, if I can't have a way to get the current state of the queue, I am bound to show false numbers - for example I won't get a message saying that the queue is empty after someone moderated all the items there.

    Also, subscribing to the queue adds up complexity to the onboarding process of new agents (subscribe, set up labels).

    Another option is to embed the /hc/admin/manage/pending page in an iframe in the app - but I can't do it due to "X-Frame-Options: SAMEORIGIN" in the response header

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  • Carlos
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    Hello, I'm sorry to ask again but I don't really understand the pourpose of the solution gave here.

    So:

    1. Someone writes a comment in the article

    2. A notification is not received

    3. First solution: follow the article (and at the end, all the articles). To be honest I think this is a little bit crazy.

    4. Second solution: use the API

    5. In that point, it's when I don't really understand what I can do with it. I mean the API works to send a notification to support module, as a ticket or how?. Is this API works to follow all the articles automatically when they are published? Is it works to follow a whole section created and send notifications when a comment is published in an article inside?

    Please, I'd like to know exactly how is works that API and for what and know which options from https://support.zendesk.com/hc/en-us/community/posts/203414596-Notifications-on-Help-Center-article-comments I have to use.

     

    Thank you so much for your time.

     

    Regards.

     

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  • Nicole - Community Manager
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    Hey Carlos - 

    Tal was asking about content in the moderation queue, and it sounds like you're asking about comments on articles. 

    Can you tell me more about what exactly you are trying to do? 

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  • Carlos
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    Hi Nicole, well I'm refering to the main message. I have the same problem and I'd like to be notified when a coment is written in an article of the Guide.

    How to do that? Is there any posibility to configure that inside Support?

    If I have to use the API, how will be the behaviour? I mean, I have to "say" to the API that follow all the articles automatically or...?

    Thank you for your time.

    Regards.

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  • Nicole - Community Manager
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    Hi Carlos - 

    To receive notifications when new comments are made on articles in Guide, all you need to do is click the "follow" button. This can be done at the article or section level. 

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  • Gaëtan Tobie-Echeverria
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    hello,

    we did not enable comments for articles, so how do I remove the option to follow New Articles and comments

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  • Nicole - Community Manager
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    Hi Gaetan -

    It looks like you've done things correctly by un-checking the "Follow a specific article" button. Have you cleared cache and cookies and refreshed?

    Also, I see that you have the "follow a specific section" toggled ON. Do you want people to be able to follow at the section level? If not, you may want to un-select that one as well.

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  • Meghan Howard
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    +1 to agents should be automatically notified to comments on articles in our Help Desk. No subscription needed. Should be a feature/option in the guide manager permissions.

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