Monitoring Comments on Zendesk

All Safety Provisions employees have the ability to leave comments on the articles in the Zendesk Help Center. In the QA department, we use these comments to help improve our articles and tailor them to employees' needs, so it is important that we check the comments frequently and resolve any issues as soon as possible. 

Staying Notified

There are two ways to stay up-to-date on comments: one is to check the "Recent Activity" section on the Help Center homepage, and the other is to look inside the QA department's email inbox. 

Recent Activity

At the bottom of the homepage of the Zendesk Help Center is the "Recent Activity" section. Here, you can find a list of the most recent user interactions, including new articles, updated articles, and comments.  In the left column of each entry, the section title is displayed in larger text above the title of the article. In the right column, you can see the type of interaction and the amount of time since it was performed.

You can also click "See More" at the bottom of the menu to view older updates and comments. Whenever you want to read or respond to a particular comment, click on the article title in the left column. This will take you directly to the article in question. 

Email

The second way to be notified about new comments is through the [e-mail] email account. Any time someone posts a new comment on Zendesk, a notification about that comment will show up in this inbox a few minutes later. The email will contain a hyperlink to the article and the comment. 

Important: We will only receive email notifications on articles that fall within sections the QA Zendesk account is following. Make sure you follow any new sections that you create by clicking the section title, then clicking "Follow" in the upper right corner. 

Resolving Comments

If a commenter identifies something in the article that needs to be fixed, take action right away! Speak with the appropriate supervisor of that department to determine what information needs to be added or changed. Then, sign into the QA Zendesk account and make the needed edits. 

Once the issue is resolved, you can leave a comment at the bottom of the article explaining any changes or improvements you made. This will allow us to keep track of that article's development history. You may say something like, "Thank you for your comment! We updated the article to include..."

Note: Any signed-in user can leave a comment on the Help Center articles because we don't moderate comments. Fortunately, login access is restricted to employees of Safety Provisions, so you shouldn't need to worry about internet trolls spamming our articles. However, if you do find any comments that seem suspect, you can delete them. You just need to sign into the QA account, which has administrator privileges.