Managing community posts (Guide Professional and Enterprise)

Have more questions? Submit a request

97 Comments

  • Carlos

    Thank you for your previous answer. And what's going on if one post have a lot of clicks on "Was this article helpful? -> NO" ? Is there any way to know it and then make changes on the article? Thank you.

    0
  • Nicole - Community Manager

    Hey Carlos - 

    Just to clarify, it sounds like you're asking about Knowledge Base Articles, but the thread you're commenting in is about Community posts. 

    To get the data on your Articles, you'll want to go into your reporting, then click "Knowledge Base" and then "Net Votes". This will then give you a list of articles that have been voted on. It lists them in order of most to least ("no" votes being counted as -1) so if you go to the bottom and head to the last page of results, you'll see which articles have received the most "no" votes. 

    Then you can go in and simply edit or archive those articles. 

    Let me know if that helps, or if you have more questions. You can also check out this community conversation on the topic for more info. 

    1
  • Jennifer Rowe

    Hi Carlos,

    Just to add to Nicole's answer, if you are on Guide Pro, you might consider customizing your Help Center to request feedback from any user who gives an article a negative vote. 

    This community tip will show you how: Request feedback after negative article vote 

    We have several customers who have done this. It will give you a better idea of why an article was voted not helpful, and how you can update it to make it better.

    1
  • Andrew McIntyre

    @Jessie Schutz, you commented on Thursday, June 2, 2016, "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."

    My understanding is:

    1. All of the post and comment notifications are not received as tickets in Zendesk. Instead the Community activity notification emails are received in Gmail.
    2. Community moderators receive Community update notification emails, either because the emails are forwarded to their personal Gmail inboxes via Gmail Forwarding or because each moderator opens the Gmail inbox to see the latest activity.
    3. You use Gmail filters to either cull some of the Community activity notification emails from the Gmail inbox or to prevent some of the Community activity notification emails from being forwarded to the Community moderators so that you are not inundated with notifications.
    4. The Community activity notification emails are never ingested into Zendesk as tickets.

    Is my understanding correct?

    Thanks for your time

    0
  • Nicole - Community Manager

    Hey Andrew - 

    Yes, that's correct. Our Knowledge Base comments and Community posts do not automatically generate tickets; we manage them via a GSuite email account. We can and do create tickets for questions or comments that need to be escalated internally, but the day to day management is done through an inbox. 

    0
  • Andrew McIntyre

    Hi Nicole,

    Thanks for the clarification. I'm disappointed to hear that even you are relegated to GSuite to manage Zendesk's Community.

    We tested what would happen if we enabled Gmail Forwarding so that an incoming Community update notification email is forwarded to Zendesk but, as you probably already know, the noreply@XXX.zendesk.com email address was maintained somewhere in the message's metadata, which caused the message to be suspended.

    Have you, or someone you know on the Community Team, toyed with Gmail scripts as a way of ingesting Community activity notification emails into Zendesk?

    I'd greatly appreciate it if you let me know that I am pursuing an ultimately fruitless cause.

    Thanks for your time

    0
  • Nicole - Community Manager

    Hey Andrew - 

    We have not played with the Gmail scripts, though I know some users have played around with building apps that can generate tickets out of posts. If you play with it and get it to work, do let us know! I'll see if I can take a look into it as well. 

    One of the questions that always arises when we discuss this is whether you would set up a system that creates tickets out of just new posts, or generates a separate ticket for each post and each comment on the post. 

    If you create tickets just out of the post, then do you have to figure out a way for comments on the post to turn into comments on the ticket? 

    What if the original post is answered, but then a new question from a different user is posted in the comment thread? Do you manually create a ticket then? Or does that one not receive a ticket? 

    Of course, if you create separate tickets out of every comment, then you're not threading the conversation at all, and most of the tickets don't need responding to, since they're comments answering a question... But, some of this depends on how your community operates, and whether you tend to have longstanding threads or shorter ones that close out once the OP has been answered. 

    But it is something we're always looking for new solutions or processes on, so if you find a solution that works for you, perhaps you could share it in the Tips & Tricks section? 

    0
  • Andrew McIntyre

    Nicole,

    1) I will comment on this post if I find a better solution than managing Community update notifications in Gmail. I will also post or comment in the Tips & Tricks section.

    2) To briefly answer your question about whether a new ticket is created for each post or comment.

    • There is no question in my mind that I would prefer to have a single ticket created for each post and then comments on that post threaded into the existing ticket as public comments.
    • If the original post is "Answered" then the agent can close the post for comments. If the "Answered" post is not closed for comments and someone comments on it, a "follow-up ticket" is automatically created, just like with any other ticket when it is "Closed" and someone responds to it.

    You can find a more in-depth summary of, what I believe is, my ideal community management workflow at https://support.zendesk.com/hc/en-us/community/posts/204132436/comments/115006064487. I hope this summary answers your question.

    3) I've mentioned this elsewhere on the Community but, unlike what I think your Community moderation workflow is, we cannot afford have two independent teams where one is dedicated to fostering conversations on the Community and one is responsible for addressing support requests. With only one team for both responsibilities, the current system requires each agent to be in two completely separate platforms, which prevents us from providing them with a single stream of priorities. Without a single stream of priorities I am torn between introducing more variable's into our agents' daily lives or letting the Community remain unsupervised and stagnant.

    Do not hesitate to let me know if something is unclear and I'll be happy to provide more information.

    Thanks for your time

    0
  • Nicole - Community Manager

    Hey Andrew - 

    Thanks for the detailed feedback. I think we'd like to see a similar workflow, as far as how tickets would be created, threaded, and followed up to. It would help with management, assignment of posts, and, most of all, reporting and tracking. 

    To give you a little insight to how we work, our Community team is actually just two people - myself and Jessie. We are responsible for all of the community strategy, content, and answering questions in the Community. When you see other folks from Zendesk weigh in, it's typically because we've sent them a post and asked them to respond. Thankfully we do also have the help of our awesome team of volunteer Community Moderators, and they help out a ton with managing the question responses when other community members don't have an answer. 

    But you are right that we have a whole fleet of Customer Advocates who manage the rest of the support tickets - calls, emails, chats, etc. It would definitely be challenging to be trying to manage both. 

    We'll keep you posted as we figure out processes, integrations, or tools that help. I wish I could tell you that improvements to the Community platform were coming, but we've been told that development for it is on hold indefinitely at this point. Keep sharing your feedback though! 

    0
  • Andrew McIntyre

    Nicole,

    Kudos to you and Jessie for all of the Community activity.

    Other than regularly reading through the latest activity on the Zendesk Community, what is the best way to stay informed about the integration of Community activity into the ticketing system?

    Andrew

    0
  • Nicole - Community Manager

    Hey Andrew - 

    I'm sorry, I don't quite understand what you're asking. What do you mean by "integration of Community activity into the ticketing system"? Could you give an example or clarify? 

    0
  • Andrew McIntyre

    Nicole,

    By "integration of Community activity into the ticketing system" I am referring to my hope that it will be possible for agents to manage and moderate Community activity seamlessly within the ticketing interface so that we can put an end to the workaround that is managing Community activity in Gmail. It's my best way of describing the feature in a single sentence.

    I understand that Community development has been put on hold indefinitely, nevertheless I haven't seen an official post for this feature request that I can Follow for updates. I found the following post that is related to the topic of managing Community activity in the agent's ticketing interface, https://support.zendesk.com/hc/en-us/community/posts/204132436, but this doesn't appear to be an official post where an update about this feature request would be added.

    If none of this clarifies what I meant, please consider my comments at https://support.zendesk.com/hc/en-us/community/posts/204132436/comments/115006064487 for more information.

    No worries if you do not know of an post that is related to managing Community activity in the agent's ticketing interface.

    Thanks

    0
  • Nicole - Community Manager

    Hey Andrew -

    The Community platform does not currently integrate with Support. We have the ability to manually create a ticket out of a post, but it is not automated. At Zendesk, we only use this function when we need to escalate a community interaction and get someone from another department to weigh in. 

    There are no plans to integrate the platforms. Should that ever happen, we'd make an announcement in the "Product Updates" section, and we would update the thread you pointed to. I see that you did add your feedback to it. I make a point search out and track all of the threads relevant to any upcoming release so that we can be sure to update all of them when something is built. 

    So I think you've done all the right things! 

     

    0
  • Hassan Khater

    Hi - is it possible to show the community section inside our app? We integrated the mobile sdk and enabled communities, but can only view tickets and articles section, not community topics and posts. 

    0
  • Andrew McIntyre

    Nicole, thanks for all your help.

    0
  • Nicole - Community Manager

    You're welcome, Andrew! Any time. 

    Hassan, since community posts do not connect with support, they're not available in the app. You can, of course, simply navigate to your community via the web browser on your phone to see your community. Or, check the community notifications in your email box. 

    0
  • Mary Paez

    Hi Sometimes, we will have a post that ends up with several comments.  The official answer is given at the end of the chain of comments (these comments can come in from multiple people).  Is there any way to move the official answer to the top of the chain.  (I do not want to feature the post itself). 

     

    So if the original post had:  user question, 1st comment, 2nd comment, 3rd comment, official answer

    Is it possible to move it so it appears as:

    user question, official answer, 1st comment, 2nd comment, 3rd comment

    or

    Official answer, user question, 1st comment, 2nd comment, 3rd comment

    Otherwise anyone interested in this post have to read through all the other comments until they get to the actual answer.

    0
  • Mary Paez

    Is there a way to update the official comment text to a larger text and possible color red so it stands out more?

    0
  • Nicole - Community Manager

    Hi Mary - 

    Regarding the order of comments, there is not any way to reorder the comments native to the platform. 

    You're welcome to add your voice to this Product Feedback thread about reordering comments, though we already know that Product does not plan to make any updates to the Communities platform this year. A community member also shared a way to manipulate your JS in the theme editor to accomplish this, though I cannot vouch for how well it works and it is not a supported workaround. Some users have indicated that this may break with pagination. But, you can find that tip here

    Regarding the font size and color, you would also have to customize your code to change those. I don't have the code for that; you would want to ask about that in the Q&A topic in the Community

    0
  • Lianna Johnson

    Is there a way to recover posts that were accidentally deleted? Additionally, is there a way to view previous versions of a comment or post that has been edited?

    0
  • Janine Kolasinski

    @Wes Drury I'm not able to access this post: 

    https://support.zendesk.com/hc/en-us/articles/215456047

    Please advise. 

    0
  • Nicole - Community Manager

    Hey Janine - 

    That article has been archived as it is no longer current. They do plan to update it, but it's currently in the backlog. 

    0
  • Janine Kolasinski

    Hi Nicole,

    This is something we would like to modify to align with our Community goals. Is there any other documentation that will help?

    Thank you

    0
  • Nicole - Community Manager

    Hey Janine - 

    I took a look around but don't see any other tips or documentation on it. I've asked the support person who authored it and she is planning to update that article as soon as she can get to it - I'll be sure to update you once she does!

     

    0
  • Barrett Smith

    Is it possible to add an additional required field to the new community post page (new_community_post_page.hbs)? There is the option to add a Topic, but I would like to add an additional field and require the poster to include a "sub-topic" as well. 

    Thanks for the help.

    Barrett

    1
  • Stephen Orowe

    Hey! I hope this is the right place to post. Is there any way at all to combine posts? 

    I want to be able to move a new post to an existing thread as a comment. Right now we have tons of duplicate posts, especially in our Feedback section, and people don't know which one to vote for or comment on.

    Interested in hearing others solutions to this!?

    We edit the title with [Duplicate] and edit the original post with a redirect to the other thread. Not ideal as votes and comments are often lost because people won't bother rewriting their post and voters won't even know unless they return to the now closed post :(

    0
  • Nicole - Community Manager

    Hi Stephen - 

    You're in the right place. :) You can also post questions like these in our community Q&A topic - things tend to get answered there a little more quickly as those posts have more visibility to the rest of the community. 

    To answer your question, there is not, unfortunately, any kind of merge or split functionality in the Communities product. The way you're doing things right now is the same process we use. We just keep track of duplicates in a spreadsheet, so that when we're looking at those requests we can manually add up the votes. We do this in particular as not only do we receive feedback in the Product Feedback topic, but also in the comments on KB articles and in other community topics.  

    The other thing we have considered that you could try would be to make tickets out of posts, and use the problem > incident functionality. Say, for example, your users are requesting a pink button that makes unicorns fly across the screen when clicked. You could create a problem ticket out of the initial request, and then whenever additional comments or posts come in create incident tickets and link them. 

    Hope that helps!

    0
  • Nicole - Community Manager

    @Barrett - 

    Unfortunately not. Trust me, I'd love to see that ability! But the Communities product only allows for Topics and Posts. 

    0
  • Aswin Kannan

    Is there an option to enable a user as Guide Only user. They should be able to manage the forum, but they don't need Support/Chat license,

    0
  • Nicole - Community Manager

    Hi Aswin, 

    There is not currently a "Guide only" user role, and we do not expect a "Community only" type of role to be created, as no additional functionality for the Communities platform is planned at this time. 

    0

Please sign in to leave a comment.

Powered by Zendesk