How can i inform my agents that a new solution/faq is published?
Email notification? RSS?
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Can i notify agents about new solution?
Alessio,
Great idea. I use RSS almost everyday to keep track of of a dozen blogs, and I can see how useful it must be for your agents to keep abreast of new information. Currently, solution articles aren't available as an RSS feed, but I thought of a workaround for you.
1) Go to Page2RSS - this tool updates an RSS feed every time a website changes.
2) Copy paste the URL to your Solutions page and hit the 'to RSS' button.
3) Page2RSS will give you the link to the RSS feed that it created. Copy paste it into any feed reader, or pass it on to your agents.
Voila! Every time you publish a new solution, the solution page would get updated, and Page2RSS would update the RSS feed. You can pass on the links to your agents and they could use anything from Feedly to Bloglines to keep track of new solutions.
You can then ask your agents to use an IFTTT recipe (like this one) to convert new feed items to emails. This works as long as your solution articles are publicly visible to your customers (and not just your agents). Tell me if you're having trouble with the RSS feed or anything - I'll be glad to help you out.
+8Hello!
Having an option to notify the agents of new solutions would be a really useful feature to have.
Unfortunately, we do not have an option other than using Page2RSS at the moment. But our Product Management has made a note of this and we will definitely be considering its feasibility of being addressed in our future updates.
Thanks,
Anna
Freashdesk Team, please say something like
* we dont' want this
* we can't do this now
* it's interesting, it's in our roadmap
+2The initial answer given was to have users access an RSS feed. Please pass this to all of your tech staff: there are many rules for good solutions. One of those rules is not to require the user to use yet one more piece of technology. So while some egghead geek looks at RSS feeds all the time, 90% of the human beings that use freshdesk, likely do not even know what RSS means. Therefore, either the geeks need to learn how to communicate to regular people or, there needs to be a non-geek to review every recommendation to edit out the geekiness. This issue is a failure of every software company with which I have ever interacted.
I would like to notify my users by email each time I add a solution, so, is there a way to do that or a way to convert an RSS feed into an email so that my users don't need to change their behaviors or use yet one more piece of technology?
+1Merged to this topic - https://support.freshdesk.com/discussions/topics/7939
Hi Aravind, I don’t seem to have access to this support.freshdesk… Was it resolved? Can you give an update?
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