Wix Answers Help Center
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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Sending Announcements to Team Members
Instantly communicate internal information to other team members by creating and sending announcements from your notifications feed. When someone receives an announcement, a pop-up at the top right of their screen appears with a preview of the message.To send an announcement:Click the Notifications icon at the top right of your screen. Click the Show More icon on the right.Click + Create Announcement and compose your message:Enter a title in the Give it a title field. Enter your message in the What's your announcement field. (Optional) Click the Add attachment icon to insert a file.(Optional) Click Urgent to mark your announcement as urgent. Note: Urgent announcements appear on team members' screens until clicked on.Choose who to send the notification to:Leave the drop-down set to Everyone to share with every team member. Click the drop-down and select the group(s) or queue(s) to share with. Note: When sharing with queues, every agent assigned to the queue receives the announcement. Click Send. Learn more about viewing messages in your notifications feed.
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Working with Internal Notes on Tickets
Use internal notes to add valuable information to tickets that customers can't view. You can also notify other team members by mentioning agents or groups. Learn how to:Add an internal noteEdit an internal noteRemove an internal noteAdding Internal NotesAdd internal notes from the Internal note tab in a ticket's reply field. To add an internal note:Go to the relevant ticket.Scroll to the reply field and click Internal note. Enter your note. You can also do the following: Mention agents or groups: Send notifications to other agents or groups by typing @ followed by the agent or group name, then selecting them from the list. Add saved replies: Click the Saved Replies icon , then search for a saved reply, select it, and click Add to reply. Learn more about creating saved replies. Add attachments: Click the Add attachment icon , select a file from your computer and click Open. Add emojis: Click the Add emoji icon and select an emoji. Click Add Note.Editing Internal NotesEdit an internal note if you need to update the information. To edit an internal note:Hover over the internal note and click the Show More icon on the right.Click Edit Note. Edit the note and click Update.Important:Add a new internal note if you need to send a notification. If you mention an agent or group when editing an internal note, they will not receive a notification. Deleting Internal NotesRemove notes that are not longer necessary by deleting them. To delete an internal note:Hover over the internal note and click the Show More icon on the right.Click Delete Note. Click OK.
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Working with Tasks
Use tasks to help you and other team members manage knowledge base workflows. When you assign a task to a team member, they receive a notification in their Wix Answers notification feed and via email. Important:This article refers to tasks within your account's main language. For information about translation tasks, click here.Creating TasksCreate tasks to let team members know if articles need to be written, reviewed, or updated. Show me howGo to the relevant article's Content Editor. Click Tasks in the footer.Click Add a new task.Click the Task Type drop-down and select a task type (Write, Review, Update).(Optional) Enter a description of the task.(Optional) Click the Assign to drop-down and select a team member to assign the task to. Note: Assigning a task to a team member sends them a notification. Select a Priority level (Low, Normal, High).Click Create. Completing TasksWhen a team member assigns a task to you, a notification is sent to your notification feed and via email. Click the link in the notification to open the Content Editor where you can view the task. Once you're done with the task, mark it as "Complete." You can also edit the task and add comments. Show me howGo to the relevant article's Content Editor. Click Tasks in the footer.Note: An indicator on the Tasks icon displays the total incomplete tasks for the article. Select a task to view it.Choose what you want to do:Comment: Click the field and enter a comment, then click Comment. Complete the task: Click Complete. Edit the task: Click Edit Task, modify the existing task, then click Update. View completed tasks: Click Back and select Show next to completed tasks. Then select the relevant task.Note: You can reopen a completed task by viewing it and clicking Reopen Task. Delete a task: Click Delete Task and select Yes, Delete. Close the task window: Click the X icon at the top of the window to close it. Filtering Articles by TaskAdd the Article Task filter to your Knowledge Base to view articles by their task parameters. For example, you could use the filter to view all articles with open review tasks assigned to a certain team member. Show me howClick the Knowledge Base icon in the side panel.(Optional) Click the Languages menu at the top-right and select a language. Click the Filters icon on the left.Click + Add Filter and select Article Tasks. Select the relevant option(s): Assigned To: Click Add agent and select an agent to view articles assigned to the agent. Assigned By: Click Add agent and select an agent to view articles assigned by the agent. Type: Select a task type:Write: View articles that have a Write task. Update: View articles that have an Update task. Review: View articles that have a Review task. Translate: View articles that have a Translate task. Priority: Select a priority level:High: View articles that have a High priority level task. Medium: View articles that have a Medium (default) priority level task. Low: View articles that have a Low priority level task. Status: Select a status:Open: View articles that have an Open task.Completed: View articles that have a Completed task.
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Assigning a Ticket to an Agent or Group
Assign a ticket to the agent or group responsible for resolving it. When a ticket is assigned to you or a group you've joined, you receive a message in your notification feed. You also receive an email notification if the ticket is assigned directly to you.Tip:Learn how to assign tickets automatically with Automatic Actions. To assign a ticket:Go to the relevant ticket.Click the Assign ticket icon from the footer menu.Assign your ticket:Click Assign to Me to assign the ticket to yourself.Type the name of an agent or group and select them to assign the ticket.Tip:Click assign to someone else in step 3 above to reassign a ticket to another agent or group. To unassign a ticket:Go to the relevant ticket.Click the Assign ticket icon from the footer menu.Click Unassign.
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Following a Ticket
Follow a ticket to receive notifications whenever an agent or customer replies to the ticket.To follow a ticket:Go to the ticket you'd like to follow. Click the Show More icon in the footer menu. Select Follow ticket.
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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.
1 min read