Managing Help Center community posts (Professional and Enterprise) Follow

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The community consists of posts associated with different discussion topics. A post might be anything, including questions, tips, or feature requests.

You can edit, move, or delete community posts, as well as edit or delete comments on community posts. You can also close a post for comment, promote a post by pinning to the top of its topic or featuring it on the home page, set status on a post, and create a ticket from a post or comment.

Only Help Center managers can manage community posts. Agents don't have the permissions to make any of these changes. The community is available on Professional and Enterprise.

For information about managing the discussion topics that contain community posts, see Managing Help Center community discussion topics.

Topics covered in this article:

Editing and deleting community posts and comments

You can edit or delete community posts as needed, and you can also edit or delete comments on community posts.

To edit the text of a post

  1. In the post you want to edit, click Post actions in the upper-left, then select Edit.

  2. Make your changes, then click Update.

To delete a post

  1. In the post you want to delete, click Post actions in the upper-left, then select Delete.

  2. Click Ok to confirm the deletion.

    The post is removed from the topic.

To edit a comment

  1. Beside the comment you want to edit, click the options menu, then select Edit.

  2. Make changes, then click Update.

To delete a comment

  • Beside the comment you want to delete, click the options menu, then select Delete.

Moving a post to another discussion topic

You can move a post from one discussion topic to another in your community. You cannot move a community post to the knowledge base.

To move a post to another topic

  1. In the post you want to move, click Post actions in the upper-left, then select Edit.

  2. Click inside the Topics box and select another topic.
  3. Click Update.

Closing a post for comments

If you don't want to allow comments on a community post, you can close the post for comments.

To close a community post for comments
  • In the post you want to close for comments, click Post actions in the upper-left, then select Close for comments.

Promoting a post by pinning or featuring

You can promote community posts by pinning or featuring.

When you pin a post, it moves to the top of the posts list within its topic and has a star beside it. This enables you to draw attention to important posts in a topic, such announcements or guidelines.

Pinned posts always appear at the top of the topic, regardless of any sorting option chosen. The most recently pinned post will be the top-most. You need to manually add styling for pinned posts so that they appear different than other posts in the topic.

When you feature a post, it appears in the featured posts component, which you can add to any page in your theme.

To pin a post to the top of a topic
  • In the post you want to pin, click Post actions in the upper-left, then select Pin to top.

    If you don't want the post to be pinned to the top of the topic anymore, select Unpin from top.

To add styling for pinned posts to your theme

  1. In Help Center, click General in the top menu bar, then select Customize design.

  2. In the Theme panel, click Edit theme.
  3. Select the Community post page in the template drop-down in the upper-left.
  4. Click Post actions.
  5. Click Pin to top.
  6. Click the CSS tab, then add the following CSS to style pinned posts or modify it to fit your design:

    .post-pinned .question-title:before {

      content: "\2605";

      margin-right: 5px;

      color: $color_5;

    }

  7. Click Save, then Publish changes
To feature a community post
  • In the post you want to feature, click Post actions in the upper-left, then select Feature post.

    You must have added the featured posts component to your theme for the post to be featured. Otherwise, selecting the feature post option does nothing.

    If you don't want the post featured in the Featured Posts component anymore, select Unfeature post.

To add featured posts to your theme

  1. In Help Center, click General in the top menu bar, then select Customize design.
  2. In the Theme panel, click Edit theme.
  3. Select a template from the template drop-down in the upper-left, then paste the following snippet of code where you want featured posts to appear (on your Home page, for example).

     

    <div class="featured-posts">

        <h2>{{t 'featured_posts'}}</h2>

       {{#if featured_posts}}

          <ul class="featured-post-list">

            {{#each featured_posts}}

              <li><a href="{{url}}">{{title}}</a></li>

            {{/each}}

          </ul>

        {{else}}

          <p>{{t 'no_featured_posts'}}</p>

        {{/if}}

      </div>

  4. Click Preview at the top to ensure it looks as intended. To preview a featured post, use the preview window to the right of the theme editor, locate a post, click Post actions and click Feature post.
  5. Click Save, then Publish changes

Setting status for a community post

You can set a status of Planned, Not planned, and Completed on any community post. This can be especially useful if you have feature requests in your community and want to communicate status.

When you set status, the status appears in the list of posts within the topic and on the post itself. You can filter by any status to see all posts in a topic with the selected status.

To set status on a community post

  • In the post where you want to set status, click Post actions in the upper-left, then select one of the statuses: Planned, Not planned, and Completed .

To filter community posts by status

  • In a community topic, click All, then select one of the status options.

Creating a ticket from a community post or comment

You can create a ticket from a community post or you can create a ticket from a comment on a community post or on a knowledge base article. When you do, a ticket is created in your instance of Zendesk Support with the body text from the post or comment and a link to the post or comment.

In the community post itself, the ticket number link appears at the top of the post so you can easily access the ticket from the post. For community and knowledge base comments, the ticket number link appears beside the comment.

 

To create a ticket from a community post

  1. In the post you want to convert to a ticket, click Post actions in the upper-left, then select Create a ticket.

  2. Make any changes to the title or body as needed, then select yourself or the poster as the requester of the ticket.

    If you select the person who made the post as the requester, that person will receive an email notification.

  3. Click Create ticket.

To create a ticket from a comment on a community post or a knowledge base article

  1. In the post, beside the comment you want to convert to a ticket, click the options menu, then select Create a ticket.

  2. Make any changes to the title or body as needed, then select yourself or the poster as the requester of the ticket.

    If you select the person who made the comment as the requester, that person will receive an email notification.

  3. Click Create ticket.
Have more questions? Submit a request

Comments

  • 0

    Hi there.. I hope I am posting this in the correct place. Is there any way to delete comments made by end users on your knowledge base articles?

    In the case of spam or distasteful comments?

  • 0

    Hi Storm,

    Yes! You need to be a HC Manager or have the ability to moderate the section in which the article (and thus the comment) is. You just locate the comment on the article and click the Delete link, which depending on your customization is usually at the bottom of the comment or in a drop-down with a little gear icon.

  • 0

    Is there a way to designate some of our users are "Community Moderators" as Wes Drury is here in this thread?

  • 0

    Hi Jen!

    One of our Mods actually posted a Tip on this very topic!

    That should get you where you want to go. :)

  • 0

    @Jessie - Thanks I was just looking for that article.  Your responses have been pretty fast today :)

  • 0

    I've been trying to keep up a little faster, to make up for the times when I'm underwater and can't be fast at all. ;)

  • 0

    @Laura D. any updates on the multi-language communities? The issue with how you've "faked it" is that it adds more and more topics presented to the end user to select from the dropdown when posting. This gets messy fast and is not at all user friendly.

    With a little JavaScript magic and dynamic content we can present users the same topic names in their respective language. Now all we need is a filter on the posts so that each user only sees posts in their language by default (perhaps with the option to "show all").

    I just found this thread with a hack for Hiding Topics by language. Any way to make this hide posts by language? This could work in the interim. A proper language filter with a "show all" option would be best so that users could look at responses in other languages for reference if one in their language didn't exist. 

    Edited by Scott
  • 0

    Hi Scott, 

    Laura alerted me to your question.

    We are aware that multi-language communities are a need and that the current "hack" isn't cutting it. Though its not currently on the roadmap, we hope to support multi-language communities before the end of this year. 

    Kr,

    Deepa 

  • 0

    Hello:

    How can I view all comments that have been made on help center articles?

  • 0

    Hi Will!

    This has recently been upgraded, and you can view all pending Comments and Spam at this URL in your Zendesk

    /hc/admin/manage/pending

     



     

  • 1

    @Allen Hancock:  Thank you for that.  What I'm really look for is a listing of all comments, or at least the most recent comments.  I'm very concerned that I might miss replying to someone, and I don't want to turn on moderation to do that.  People in general interact less with brands that moderate their comments.

  • 0

    Agreed Will.. I don't think the the view you're looking for exists.. it's just a matter of Following all your categories for Comments+ Replies, and at least then you'll get emails as comments come in.

     

  • 2

    @Allen Hancock:  That appears to be something that would work, but that's very time-consuming and seems like a hack.  Not your fault, of course.  Thanks.

  • 0

    Hi Will!

    I can confirm that email notifications are currently the only way to monitor the activity in your Help Center. I myself monitor the activity here with a designated Gmail inbox, and I use filters and labels to sort notifications and indicate what actions were taken on a post.

    It's not as smooth as it would be if something existed in-product, but it works very well for us. Feel free to ask if you have any additional questions about it!

  • 0

    אני עדיין לא טופס את השיטה אי עובד מישהוא יכול לעזור לי ליכנס לקהילה ולתחיל לעלות פוסטים?

  • 0

    Agents can use the CRM to respond to Facebook, Twitter, now Google Play, but not the community that is hosted by the CRM. This is unfortunate. Zendesk should prioritize allowing community posts AND responses to automatically create new tickets, just as other social media sites do, . It would be so helpful for companies that want to engage with every customer within the Zendesk agent portal.

    Edited by Tanya Sawyer
  • 0

    @Will Strohl @Tanya Sawyer Could you set up a rule in your mailbox to auto-forward community notifications to your Zendesk? A business rule could tag them for a Communities Ticket view.

     

    The only downside is they would all be from one sender (either your inbox name, or the Community notifications email if you enable agent forwarding), so while you could keep track of all comments and solve as needed, they won't tie back to your end user's profile automatically.

  • 0

    @Zac Garcia I like your proactive thinking! I do think this would be problematic because all comments, including agent responses, would create a ticket. So, although we could create a problem code to not include all those tickets in reporting (to not inflate my ticket count) and try to manage it, it still feels like a manual process. What other ideas have you got?

  • 0

    Way to put me on the spot, haha. I'm unsure of how to answer. We don't have this feature active in our Zendesk, so I don't have a notification email to reference (besides the one I just got from your comment!). 

    It would be hard to see the difference between an end-user response and an agent response. However, if there are any text strings that will reliably be in every agent response notification (but not in end user ones), you could add a trigger - based on that string being in the ticket description - to set an "agent_community_response" tag. You could then exclude tickets with that tag from relevant views and reporting.

    Still pretty manual, but without official support, anything coming from a single sender will take a little bit of upkeep.

  • 0

    Hey guys!

    I'm loving this conversation. :) Unfortunately, trying to get Help Center notifications into your Zendesk as tickets is going to result in bounces, since Zendesk is built to reject emails that come from no-reply addresses. Plus, as Tanya observes, it's going to create A LOT of tickets. Further, unlike the other social media channels that are available with Zendesk, even if you could get them into Zendesk there's a good chance they wouldn't thread properly, and responses in the ticket itself wouldn't automatically go into the Help Center.

    Here's how I handle Community posts and comments here at Zendesk:

    We've actually created an email account specifically for Help Center notifications. That email address exists in Zendesk as an end-user, and it is subscribed to every Section and Topic in the Knowledge Base and Community.

    Now, I know what you're thinking. "THAT IS SO MANY NOTIFICATIONS." You are not wrong. However, I have filters set up so that stuff I don't have to see gets labeled and filtered out of the inbox.

    Each notification has a link directly to the post or comment, so I use that to go to the thread and read what's going on, and determine what action (if any) should be taken on the post.

    I then have other labels set up, which I apply to the notifications so I know what action has been taken on a post or comment. Some labels stay in the inbox so I can go check on them later. Some get archived.

    It's not an ideal solution, but it works well for what it is. We're aware that content moderation and management is a missing piece in the Community right now and it's something that we want to improve. At this point there isn't any info to share on that, but be assured that it's on the radar and we feel the pain as much as you do. :)

  • 0

    Sounds like that workflow could work really well with Google Inbox (though labeling is definitely not as easy in Inbox, the bundling and Snooze features are awesome). Thanks Jessie!

  • 1

    It would be awesome if triggers could be applied to community posts! One of the main issues we are trying to solve for is that while agents can easily see a new post that requires a response (because there are 0 responses), they sometimes miss when a customer replies to an existing thread, or a new customer adds "I'm having this problem too" to an existing thread. If only there were some way to have a trigger fire off a notification only when new posts were added to threads by someone who is not an agent, we'd be all set!

  • 0

    Hey Zac!

    No problem. :) We actually use Gmail here at Zendesk, so that's part of what makes this work really well. I haven't tried doing it in Inbox, although that's a really interesting idea. For me, though, the big question would be whether you can turn off threading in Inbox. I have threading turned off in the Community inbox because it gets too hard to follow what's going on when every reply ever is bundled into the same conversation. Might be work checking out, though!

    @Larisa, I know that our Product Team is in the very, very beginning stages of info gathering for a community moderation/management solution, so it's definitely on the radar. At this stage in the game is impossible to say what it might end up looking like, or when/whether it'll make it to production (changing priorities and all that), but I'm keeping my fingers crossed for something great. :)

  • 0

    @Jessie Schutz is the product team looking for customer feedback on using the CRM for community? If so, is there is a user group for this and can I be added?

  • 0

    Hi Tanya,

    As I mentioned above, things are very much in the initial stages. I don't know what their plans are for getting feedback from customers, but I'll be sure to mention that folks in the community would be interested in weighing in on it.

    I'd also encourage you to check out our Product Feedback forum to add you thoughts to any existing conversations, or adding a new post of your own.

  • 1

    Hi there,

    We are doing research to better understand the issues you face moderating and managing your Community, and how that impacts your workflow, community strategy and growth.

    If you would like to give your feedback directly to the Product team and help us understand your use-case and needs, please fill out the form and we will be in touch.

    http://goo.gl/forms/EV1fXX9tlPrjCu063
    Thank you!

  • 0

    Thanks, Deepa! <3

  • 0

    Hi guys,

    We just released in beta an application that seems to solve the problem of notifications when new posts and/or comments are published in your Help Center.

    Before we validate the app for Zendesk Marketplace, we invite you to test it in beta. Visit our webpage for more details.

    We hope this is the solution you've been looking for.
    Join our beta team!

  • 0

    UPDATE. We just released a stable version of the app 'Help Center to Support'. Try it for free!

  • 0

    Hi, I'm wondering if there is a way to have users who post content to Community appear as anonymous to other users. Or, at least, anonymize them enough so that there isn't a way for a different user to figure out who they are or who they work for. From my poking around, I haven't found anything to guarantee that. We couldn't use the Community feature without that guarantee.

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