Notification about comment on Article in Guide

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24 Comentários

  • Michael Buckley

    Hi, I'm currently looking for a way to do this also.

    0
  • Andrew Lapidus

    Would also be interested in a similar solution.

    0
  • 6Sense Inc.

    We would be interested if anyone has found a way to be alerted of comments on articles. Possibly an alert sent to a group of content managers. 

     

    2
  • Nicole Saunders
    Zendesk Community Manager

    Hi all - 

    To receive notifications of comments on articles, all you need to do is have the individual who wished to receive the notifications subscribe (follow) the article, section, or topic. You can find the details on how to subscribe here: 

    Following content in the KB and Community to get notifications

    -4
  • Graham Haire

    Ideally, we could have a View that we as Agents could monitor for comments to articles.  Having to go to each article and 'follow' them seems a bit much.

     

    8
  • Ellis Simpson

    The lack of a global setting for agents to follow articles is not helpful, to put it mildly.

    6
  • Dean Toland

    This solution about following each section is not a solution, it's a poor bandaid at best. As someone who authors the majority of our company's support articles across dozens of categories and sections, I shouldn't have to go through and individually follow all of them in order to know when someone is reaching out for help in the comments.

    Additionally, the comments don't seem to have any way to notify the people leaving comments if someone replies since there is no actual reply feature, just adding a new comment. So when someone reaches out for help, they won't know they're getting replies unless they constantly check back.

    This feature desperately needs some attention. The help articles are meant to help and right now the people who are meant to answer the comments aren't getting told they're even there.

    7
  • Ellis Simpson

    Dean Toland is absolutely right. The current functionality has all the hallmarks of being designed by someone with no understanding of how the Help Center is used and works in real life. Zendesk customers deserve better.

    5
  • Michael Buckley

    Additionally, the comments don't seem to have any way to notify the people leaving comments if someone replies since there is no actual reply feature, just adding a new comment. So when someone reaches out for help, they won't know they're getting replies unless they constantly check back.

    If my understanding is correct, if user leaving the comment opts to "Follow" the article using the button at the top, they'd get an email notification. But this still isn't good enough, because I can't imagine most end-users would think to scroll to the top after leaving a comment and click that button. (For the longest time, I thought that button notified users of updates to the content, not replies to comments!)

    1
  • Andrew Lapidus

    Completely agree with the above comments. 

    If a user comments on an article, will they not automatically be added as a "follower"? 

    1
  • Rich

    This needs urgently resolving, When a customer comments it should raise a ticket. sending the Author an email is useless. the whole point of Zendesk for us was to stop using email for support! The suggestion of all agents following all articles is no good either as there are so many articles in our knowledge base which is expanding all the time. 

    3
  • Michael Buckley

    Another reason the proposed solution isn't workable is, whenever someone adds a new article, the author will have to update rest of team and ensure each of them go to said article and click Follow. Every time.

    Because of this problem, we cannot enable comments on our site.

    0
  • Nikki

    I have a potential solution.

    I never get comments, so I don't know how scalable this would be for those with many comments. But, you can turn on content moderation: All end-user contributed content must be approved before being published. Info about it here:

    https://support.zendesk.com/hc/en-us/articles/4408894193562-Moderating-end-user-content

     

    You can subscribe to the content moderation queue so that you are alerted when there are posts or comments in the queue. The queue is checked every four hours, and if there is content in the queue, you will receive an email notification.

     
    1
  • Dave Dyson
    Thanks for sharing this idea, Nikki!
    0
  • Raphaël Péguet - Officers.fr

    Hi Zendesk team! (@..., Nicole Saunders)

     

    This Question is Marked as "Answered" but it shouldn't - it is not really (sorry :-s);

    The question is: Notification about comment on Article in Guide (how to show these comments in views - not from the customer perspective but from the company perspective).

    It is not possible natively and Moderation doesn't create ticket.

     

     

    An app allows you to see article comments in Support (which is the request):

    Article Comments Manager in Zendesk Marketplace

    But I find it veryyyy slow (maybe because we're using a SSO) and doesn't allow to create ticket automatically.

     

    Comments should be able to generate tickets... 

    Just as Facebook comments can generate ticket in Zendesk..

    Or Trust pilot comments can generate tickets in Zendesk..

     

    I hope this issue will be adressed and that this article can re-pass as a feedback waiting for a solution please..

     

    Best regards,

    Raphaël

     

    2
  • Ron de Vries

    Hi, 

    Not sure if this quite belongs in this thread but we would very much like the Notification bell + notifications like Zendesk has in their Help Centre. Is something like this already available? Perhaps a third party app I'm missing? 

    To be clear: I am referring to the notification bell to the left of my name. That way whenever a visitor signs in to our Help Centre they will be prompted to look at the notifications. 

    4
  • Harald Krondorfer

    it is a little disconcerting, to say the least, that after more than two years zendesk still does not provide a solution to this problem and seems to think that the question has been answered. 

    It really is a problem because with the current features available, comments may go unnoticed. In any case, subscribing to every single post is definitely not a solution.

    3
  • Michael Buckley

    Harald Krondorfer 100% agree. In the current implementation, comments are, at best, a way for users to talk amongst themselves. But unless we manually check, we could miss questions that we could answer. Our Help Centre has several hundred articles. It's not realistic to stay on top of comments that are being posted across such a large area without some sort of notification system.

    1
  • michael hughes

    Hi,

    I am an admin in our system and added myself to some sections to follow for new articles and updates. Upon testing, I am not receiving any notifications; but my manager does.

    I get notifications for tickets with no issues.  Is there a setting that was missed?

     

     

    0
  • Darenne
    Zendesk Customer Care
    Hi Michael! Will be raising a ticket for this concern on your behalf and route it to Zendesk's Advocacy team to further investigate your concern. 
    0
  • Michael Buckley

    We would definitely consider using comments on our Help Centre if this issue could be resolved. Please can mods consider updating this question to "not answered" as the solution provided isn't really practical for medium-large sites and the conversation is still ongoing?

    0
  • Katarzyna Karpinska
    Zendesk Product Manager

    Hi All, 

    Thank you so much for all your comments, I can see that there is a lot of improvements we can bring to the area of article comments and notifications. As much as I'd love to solve all those issues immediately, we are focusing on other areas of the product this year and we won't be able to give our attention to this request. 

    -1
  • Alana Martin

    I am curious if I can limit who can delete a comment on an article. I can't seem to find anything on this matter. 

    0
  • Shawna James
    Community Product Feedback Specialist
    Hey Alana, thanks for your question! I do not believe this is currently a feature within Guide permissions. This article may be helpful to allow you to understand more about permissions if you haven't already come across it. 
    0

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