+1

Here's some elaboration on this one:

Tell me about your ideal workflow. If there were no limitation what would you like to have?

Create a new ticket on each new post. Re-open that ticket if there are new comments (not by an agent). If the associated ticket is closed (unchangable), close comments also on the public post.

Right now, I can mark a public post as 'Answered,' leave comments open, and close the Support ticket. If a non-agent comments on that public post later, I want to re-open the original Support ticket.

Why? If a non-agent has a problem that is so similar, they might make a comment instead of make a new post. It is important for us to respond to that request.

Why else? Community management. If a non-agent is trolling our posts, I want my team to be able to manage that behavior. Automating the reaction and flagging that behavior within Support isn't achievable.

It does not make sense for every agent on my team to follow every post in our public forum. I understand that following topics lets me get emails in my inbox, but managing support through email is exactly why we chose Zendesk in the first place. Email doesn't scale or have visibility across the team.

If there are other solutions within Zendesk that can do this today, please let me know.