Hi everyone. I have a question for those of you using Zendesk's Help Center.
A smaller company using Zendesk that I work with are looking to replace their support portal, and I'm thinking the Help Center could be a good alternative. Right now I don't administer any Help Center though, so I have a limited experience.
User contributed posts, and comments, how do you stay on top of those?
By stay on top, I mean a process where you ensure your Help Center support team is reading all new user contributed updates to the Community and Article comments, and that they keep track on which content has been read / engaged, and which content is left to check.
In this case, the community could have user-to-user interactions as well, but most of the articles and community content will be stuff which may contain support requests or requests for feedback, i.e. content we want our support team to read and then make a choice whether to respond.
After testing the Help Center in the sandbox, I wonder about this. My setup is that a team of customer service agent would be responsible for monitoring the Help Center's user contributions which are comments on articles, and new post and comments in the Community.
Initially I thought Zendesk could create a ticket for each post, with the initial post as the description, and then update that ticket based on new updates (=comments).
Then we'd track the user contributions through Zendesk as other tickets, and use a custom field or a system field like status (Solve/Hold) to track when we had read the update. That way, we would have a easy way to track what new content had been read/processed and not. However this doesn't seem possible from what I have learned.
I've noticed I can create tickets in Zendesk based on a post, and then have a link between a ticket and a post, but I understand that has a different purpose.
So how do you keep on top of things? Are you using a dedicated user account that you have subscribing to every topic/article, and then working by the email notifications? Or are you browsing the Help Center directly using the recent activities filter or similar? Or do you use the Help Center / KB API in some manner to simplify things?
Would love to hear how Zendesk does this too.
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