KB User's Guide - Settings Tab - Enable the Email Listener Form

The Email Listener feature allows admins to add a custom button to the feedback section displayed at the bottom of KB documents. When selected, the button opens a form that generates an email and sends it to a designated email address.

This feature is especially useful for those using an IT Service Management (ITSM) platform or other support and incident management tools that can automatically create tickets from incoming emails. By directing these emails to the appropriate mailbox, users can initiate support requests directly from the KB without leaving the article they are viewing.

How end users interact with the email listener

The image below shows the additional button already created for a live site. In this example, the button is labeled "Send to ITSM".

Upon clicking the newly created "Send to ITSM" button, the user will be presented with a form. This form is identical to the form presented upon clicking the Comment button, though it does not necessarily route to the same recipient(s).

How to enable the email listener button

In the KB Admin Tools, go to Settings > Notifications and scroll down to the Email Listener section of the screen. Expand the panel to view the available options.

The image below shows the expanded Email Listener section of the Notifications Settings screen.

1. Use the first two checkboxes to enable the button for your internal and/or external site as desired.

2. Enter the address you would like to make the recipient of the submitted forms. The following are examples.

   • An email listener address, i.e. an email address that will automatically generate a ticket within your incident management or support tool

   • A mailing list, for example, a list monitored by your accessibility team to address accessibility-related questions or concerns on the site

   • A departmental group email address or an individual's email address

3. Enter a subject line prefix (optional).

   • Enter an identifiable prefix (example: "SUPPORT REQUEST VIA KB") that you will easily recognize and filter in your email inbox. 

   • *Please add a blank space (e.g. click on the space bar one time) after the prefix so a space appears between your prefix and the document reference.

   • The image below shows the top of an email notification with a prepended Subject line as configured by the KB Admin; "SUPPORT REQUEST VIA KB"
     
     

4. Enter an email text prefix (optional).

   • You may enter simple instructions, a reference or elaborate instructions. For more procedural instructions, we recommend you use HTML to style your template.

   • The image below shows the email notification with the Email Prefix highlighted in yellow. The Prefix is Desire 2 Learn-centered. The red arrow denotes the end user feedback. It would be easy to imagine the user clicked on a button that said "Help with D2L".

     

   • The image below shows the HTML used to style the content of the Email message text prefix in the KB Admin Tools.
     
     

5. Enter a button label name, i.e. the text that you would like displayed on the button itself (optional). If you do not enter a label name, the default label, "Send to ITSM" will appear on your KB site. Short, action-oriented labels are ideal. For example:

   • Request support

   • Report an issue

   • Submit a problem

6. Specify the desired mail format. You may select either the Plain Text or HTML options from the dropdown menu.

7. Click Update to save your changes and enable the button and corresponding form.

Benefits of Using an Email Listener

Adding an Email Listener can provide several advantages for both users and KB Group administrators:

• Streamlines support requests by allowing users to contact the appropriate team directly from a KB article.
• Reduces friction for end users, eliminating the need to navigate to a separate support portal or search for contact information.
• Improves issue reporting by capturing feedback or support requests in the context of the article being viewed.
• Supports ticket automation when integrated with ITSM or help desk platforms that create tickets from incoming emails.
• Provides insight into documentation gaps, helping administrators identify articles that may require updates, clarification, or additional content.
• Encourages user engagement and feedback, making it easier for users to report issues, ask questions, or request improvements.