Community Members: What do you think about these proposed changes to Product Feedback?

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31 Kommentare

  • Offizieller Kommentar
    Nicole - Community Manager
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    The changes proposed and discussed above will begin happening this week. You may see some weirdness such as posts temporarily disappearing as we move stuff around, but it should all be sorted within the next week. For more info, see this announcement: Maintenance on Product Feedback topic week of Sept. 24-28

    Thanks for your input! We look forward to getting everything organized and making it easier for everyone to use!

  • Nate Davenport
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    I love this idea!

    3
  • Stephen Belleau
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    Sounds helpful! Anything that makes it easier for product managers to keep an eye on feedback for their area is a win for the community. :) 

    2
  • Chaz Spahn
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    You got my vote. It is far to confusing to look for content and find something similar only to find that it is for a different product.

    2
  • Dan Ross
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    This is a great idea! It should help both users and PMs find content relevant to them. Thanks Nicole!

    I haven't looked at the Guide docs in awhile, but would it be possible to then have scoped searches into specific sections? I know scoped search is a feature, but there were some restrictions on where it could be used.

    As an example:  A user could go into the Support feedback section and have the search bar only return results from that section.

    2
  • Susan Maher
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    This is a good idea.  I also suggest that the search is reviewed.  When I do a search for an enhancement it is very discouraging as the system searches in the whole guide and comes back with KB articles as well as community posts.  I then have to filter but it is still too much and too many unrelated items. 

    2
  • Chris Billman
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    Agreed agreed agreed, but I probably wouldn’t bring up the search. There are many things I could say about zendesk search, but none of them are good.

    2
  • Nicole - Community Manager
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    Thanks for the comments, Susan, Chris, and Vassilios. 

    Susan and Chris, we're definitely aware of the issues with search, and those are being dealt with separately. Don't expect any changes there in the immediate future, but know that some fixes are in the works on that side of the house as well. 

    2
  • Nicole - Community Manager
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    Thanks, Nate! 

    1
  • Nicole - Community Manager
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    Thanks for the responses, Chaz and Craig. 

    Dan - it's not currently possible on search, but you would be able to filter the results after the search is conducted. That being said, additional search functionality is under consideration and we'll be sure to mention that as we begin scoping what changes may be made. Thanks for the thoughts!

    1
  • Maggie Ungerboeck
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    I think that this is a great idea - one of the problems I've had with the suggestion forum is having so many posts about products we don't use. I intentionally don't subscribe to the forum because there's more posts about products we aren't using but it means I miss out on commenting and voting on the suggestions for products we are using.

    We actually use this same approach in our own community for our customers. Re-subscribing wasn't much of an issue but one thing we do run across often is people posting in the wrong suggestion forum. Then we either have to move it or just accept that it's in the wrong place. It's gotten cumbersome to manage but overall, I think it helps keep the suggestions more focused on what people care about the most.

    Side note - can you share how you are keeping the links the same? I wanted to make some changes to our forums but didn't want people to lose their existing links they had for posts. 

    1
  • Nicole - Community Manager
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    Hey Maggie - 

    The links shouldn't break, since we use canonical urls. This means that the post id number (the numerical part of the url) is the only part that directs users to a post. Whatever comes after that can change but the link won't break. 

    So, for example, say you have a post that you move from Q&A to Product feedback. Your link might look something like this: 

    http://yourdomain.zendesk.com/hc/en-us/12345678/Q-and-A

    And then change to this

    http://yourdomain.zendesk.com/hc/en-us/12345678/product-feedback

    Both links will take you to the correct post. So you can move things between topics without breaking links. Hope that helps! 

    1
  • Nicole - Community Manager
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    Hi all - 

    Just a note to let you know that these changes have now been completed. We have three Product Feedback topics available for you to post in now: 

    Product Feedback for Support

    Product Feedback for Guide

    Product Feedback for Talk

    If you have feedback about Chat, please post that in the Product Feedback topic in the Chat Help Center

    If you're not sure where to put your feedback, take your best guess and the Community Team will move it to the appropriate spot. In general, if it's not specific to Talk, Guide, or Chat, it should probably go under Support. 

    Let us know what you think and if this has been a helpful change! 

    1
  • Nicole - Community Manager
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    Thanks, Stephen!

     

    0
  • Craig Willis
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    +1 This sounds like it would make sense for both the customer you Product Managers.

    Craig

    0
  • Andrei Kamarouski
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    Just do it :) 

    0
  • Chris Billman
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    Do it

     

    0
  • Lou Abigail Menard
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    This is very good!

    0
  • Maggie Ungerboeck
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    Hi Nicole,

    Thanks for that additional information as it corrects an very bad assumption I have been making for years. I had always assumed that if an article title changed or a post description changed that the link would break but happy to know that that isn't actually true. That will save a lot of time when putting hyperlinks into articles. Thanks again for the additional information!

    Thanks,
    Maggie

    0
  • Nicole - Community Manager
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    Sure thing, Maggie! 

    We've got some ground work to do, but will be making these changes in early September. Stay tuned!

    0
  • Vassilios Lourdas
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    That sounds a good idea since it would be easier for you to also classify the topics.

    0
  • Lee KB
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    Hi, 

    Above, Dan mentioned search. This is big. Every time I come to this feedback area I'm turned off because there's no way to easily find existing suggestions/issues etc. 

    Thanks!

    Lee

    0
  • Chris Billman
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    @Lee KB there's still no easy way to find things now that they are split product suggestions are split into three topics, because Zendesk search doesn't allow you to restrict your search to a specific topic.  So I guess the benefit is now you have three smaller lists to scroll through instead of one big list to scroll through.

    0
  • Nicole - Community Manager
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    Thanks for the feedback, Lee and Chris - we totally hear you. Improvements for search are currently in active development, they just haven't been completed yet. As soon as those are available, we will implement them. 

    In the meantime, this reorganization was meant to make it easier to subscribe to just the topic(s) you're interested in. Say you don't use Talk, now you can just subscribe to the other product areas for notifications and don't have to receive notifications for products you don't use. It was also meant to make it easier for product managers to do the same, so that it's easier for them to track and respond to conversations in their area of product development. 

    Also, we do allow you to filter your search by topic in the Zendesk Help Center, here's how:

    1. Enter your query in the search box and run the search

    2. In the left-hand column under "By Type" select "community." This will scope the search to community posts. 

    3. A list of topics will populate; select the topic you wish to filter. This will scope the search results to community posts within that topic. 

     

    I hope that helps!

    0
  • Chris Billman
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    @Nicole thanks, I didn't realize we could filter by topic after we've completed our search.  Is this functionality available for everyone to use on their sites? I seem to remember search working differently for us.

    0
  • Nicole - Community Manager
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    Hey Chris -

    My apologies, I was mistaken. This is functionality that we are using as an internal beta test, but it has not yet been rolled out to our customers, and we do not have an ETA for if or when it may become available.

    0
  • Lee KB
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    The guidelines for adding feedback say to search first, but there is still no way to search for existing feedback that I can see. Why not add a "type" for feedback, so when we search, we can choose the feedback type and see what feedback exist for a given search. Otherwise we're left going through all results including KB and community posts.

    0
  • Nicole - Community Manager
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    Hi Lee - 

    Thanks for raising this! I can see how it might be confusing for some users.

    Here's how to filter your search to look specifically for product feedback in our Help Center: 

    1. Enter your search into the search bar

    2. Once the results pop-up, use the filters in the left-hand column. First, select "Community" to limit your search to community posts. This will cause the Topics to populate. 

    3. Under "Topics" select the appropriate product feedback topic. This will filter the results to only posts within that feedback topic. 

    0
  • Lee KB
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    Thanks Nicole. I would have never found that! Maybe a UI tweak would make it more apparent that those types expand to show topics.

    0
  • Nicole - Community Manager
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    You're welcome, and thanks for the feedback, Lee! I've shared it with our design team.

    0

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