Wix Answers Help Center
Notifying Followers When Publishing an Article
You can notify customers and team members whenever you publish articles they're following. Team members also get notifications in their Wix Answers notification feed.
Customers become article followers when they:
Additionally, team members can follow any article type or subcategory from the Team Member toolbar.
Notifying Followers When Publishing an Article
When you publish an article, you can choose to send notification emails to followers of the article.
To notify followers when publishing:
- Go to the article's Content Editor.
- Click the Save drop-down and select Publish.
- Select Notify followers.
- (Optional) Select Update URL to update the live article's URL (if you've changed the title of the article).
Note: The old article URL will redirect to the new URL.
- Click Publish Article.
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Customizing Email Templates Sent to Article Followers
Edit the email notifications that followers receive when you resolve a Known Issue or release a Feature Request. Customers become followers of articles when they click "I'm experiencing this issue" or "Vote for this feature" on an article. Tip:View a step-by-step tutorial for using an HTML editor to add text to email templates. To edit the email templates sent to article followers:Hover over Settings and click Email Templates.(For multilingual support) Select a language next to Email Templates in.Click Edit next to the relevant Article Followers email template:Known Issue Resolved: This email is sent to customers when a known issue they're experiencing is resolved. Feature Request Released: This email is sent to customer when a feature request they've voted for is released. Enter your Email Subject text.(Optional) Click the Placeholders icon to add dynamic text.Edit the content of the email:Click in the Email Body field on the left to edit your template's CSS.Note: View a preview of your email template in the panel on the right. (Optional) Click the Placeholders icon to add dynamic text.Click Save. Notes:To disable a notification click the toggle next to the relevant email template. Changing a template in one language does not update it in other languages. Using Dynamic PlaceholdersAdd placeholders to your templates to automatically include content that references existing information. For example, you could include the first name of your customers in every automatic reply. Learn More
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Following an Article or Subcategory
Follow an article to receive notifications whenever agents link it to a ticket. You also receive notifications when an article you follow is published with the "Notify followers" option enabled. You can follow individual articles or entire subcategories of articles from the Team Member Toolbar. Tip:Learn more about notifying followers when publishing articles. To follow an article:Log in to your Wix Answers account as a team member. Go to the live article in your Help Center.Click the Team Member Toolbar at the top.Click Follow this Article.To follow a subcategory:Log in to your Wix Answers account as a team member. Go to the relevant subcategory in your Help Center.Click the Team Member Toolbar at the top.Click Follow Subcategory.
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About Feature Request Articles
Feature Request articles allow you to inform and update customers about features you don't yet offer. They can also help you determine which products or services customers want most, so you know what to develop next. Tip:Review your top Feature Requests from the Knowledge Base Insights dashboard. Voting for Feature RequestsCustomers can vote for Feature Requests by clicking Vote at the bottom of an article. When a customer votes or has their ticket linked to a Feature Request, they become a follower of the article. Later, when you update the Feature Request's status, followers receive notifications.Show me howGo to the live version of a Feature Request article. Scroll to the bottom of the article and click Vote.Tip:Link tickets to Feature Requests whenever customers inquire about features you don't have. You can let them know that they'll receive an update if and when the feature is released. Feature Request StatusesUnlike regular articles, Feature Requests display a status at the top of the live article. The status lets customers know of the feature's current development stage. When you update the status you can send automatic notifications to followers. Show me howTo update a Feature Request article's status:Go to an article's Content Editor. Click the Feature Request status at the top. Click the Feature Request Status drop-down and select a status:Collecting votes: Let customers know you're collecting votes for the feature. Working on it: Let customers know you're working on developing the feature. Coming soon: Let customers know that you're almost ready to release the feature. Available: Let customers know that you've released the feature.Tip: We recommend including a link on the article to direct customers to get started with the new feature.Click Update. (Optional) Click the Notify followers checkbox to automatically send notifications to followers. Choose an update option:English Only: Update the article's status only in the English version of the article. Note: "English" is replaced by your account's primary language if it's different. All Languages: Update the article's status in every language version of the article. Tip:Customize the email template you can send to followers when you update the status.
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About Known Issue Articles
Known Issue articles allow you to inform and update customers about bugs and issues you're aware of. You can also use them to collect complaints so you know what needs fixing the most. Tip:Review your top Known Issues from the Knowledge Base Insights dashboard. Following Known IssuesCustomers can follow Known Issues by clicking Report at the bottom of an article. They can also become followers when agents link their tickets to Known Issues. When you update the article's status, you can automatically notify followers. Show me howGo to the live version of a Known Issue article. Scroll to the bottom of the article and click Report. Tips:Create Known Issues as soon as you receive multiple complaints about a specific problem. Link tickets to Known Issues so you can easily update customers when issues are resolved. View a specific article's stats to learn how many followers it has.Known Issue StatusesUnlike regular articles, Known Issues display a status at the top of the live article. The status lets customers know which stage you're at in regards to fixing the problem. When you update the status you can send automatic notifications to followers. Show me howTo update a Known Issue article's status:Go to an article's Content Editor. Click Known Issue at the top. Click the Known Issue status drop-down and select a status:Looking into it: Let customers know you're investigating the problem. Working on it: Let customers know you're working on fixing the problem. Resolved: Let customers know the issue has been resolved. Third-party bug: Let customers know the problem is due to third-party bug that's beyond your company's control. Click Update. (Optional) Click the Notify followers checkbox to automatically send notifications to followers. Choose an update option:English Only: Update the article's status only in the English version of the article. Note: "English" is replaced by your account's primary language if it's different. All Languages: Update the article's status in every language version of the article. Tips:Customize the email template you can send to followers when you update the status.We recommend unpublishing Known Issues that have been resolved for more than 2 weeks.
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Viewing Your Notifications Feed
Keep track of your Wix Answers internal communications by viewing all announcements and notifications in your notifications feed. From here you can click to go directly to the relevant article, ticket, or announcement.You receive notifications whenever the following occurs:An announcement is sent to a group you're added to or a queue you're assigned.You or a group you're added to are mentioned in an internal note.A task or ticket is assigned to you or a group you're added to.A ticket you are following is updated.An article or category you are following is updated or linked to a ticket.To view your notifications feed:Log in to your Wix Answers account. Click the Notifications icon at the top right of your screen. From your notifications feed you can:Click a notification to go directly to the relevant article, ticket, or announcement.Click the Show only Unread toggle to show only unread notifications in your feed. Click the Show More icon and select Mark all as read to mark every notification in your feed as read. Hover over a notification and click the Blue Dot to mark it as read or unread. Click + Create Announcement to create and send an announcement to other team members.
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About the Team Member Toolbar
Use the Team Member toolbar to quickly go to the Wix Answers App from your customer-facing Help Center. From the toolbar you can view an article's stats, go to its Content Editor, access linked tickets, and more. Accessing the Team Member ToolbarAfter logging into your Wix Answers account, you can access the Team Member toolbar from the top left corner of your Help Center pages. Show me howLog in to your Wix Answers account as a team member. Click View Help Center in the side panel to go to your Help Center.Click the Drop-down icon in the top left corner to expand the Team Member Toolbar.Team Member Toolbar FeaturesThe Team Member toolbar includes various features, depending on which type of Help Center page you access it from.Tell me moreLog in to your Wix Answers account as a team member. Click View Help Center in the side panel to go to your Help Center.Go to any of the following types of Help Center pages:Your Help Center homepage: Click the Drop-down icon in the top left to: Go to your Knowledge Base: Click the Knowledge Base icon on the right. Go to your Tickets List: Click the Tickets icon on the right. A subcategory page: Click the Drop-down icon in the top left to: Follow Subcategory: Click the checkbox to receive notifications whenever an article from the subcategory is linked to a ticket. An article page: Click the Drop-down icon in the top left to view: This article's stats: Click to view statistics about the article you're viewing.Manage this article: Click to access the article's Content Editor. Follow this article: Click to receive notifications whenever the article you're viewing is published or linked to a support ticket.
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