Managing community posts (Guide Professional and Enterprise) Follow

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92 comments

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    Larisa Moore

    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!

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    Will Strohl

    @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.

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    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.

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    Jessie - Community Manager

    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. :)

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    Chris Nordman

    Is there a way to recover posts that were accidently deleted? 

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    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. 

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    Deepa Daniels

    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!

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    Will Strohl

    @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.

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    Kristin Stroobosscher

    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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    Nicole - Community Manager

    Hey Carlos - 

    You will need to subscribe to the topic to receive email notifications of Community activity. As for votes, there is no notification system for those. 

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    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

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    Angela Frey

    Is "how to style pinned posts" out of date? Pinned posts have a "Pinned" label by default, it looks like this in the CSS:

    .status-label-pinned, .status-label-featured, .status-label-official {
    background-color: $color_1;

     

    The following has no impact on how the posts appear:

    .post-pinned .question-title:before {
    content: "\2605";
    margin-right: 5px;
    color: $color_5;
    }

     

    I tried adding a comma to match the style of other code, no effect:

    .post-pinned, .question-title:before {

     

    To play with things, I drafted the following but it placed a blue star in front of /every/ post (pinned or not):

    .post-pinned, .striped-list-title:before {
    content: "\2605";
    margin-right: 5px;
    color: blue;
    }

    Bottom line, I'd like to try things like change the "PInned" label into a star, move it to the left of the post title, etc. Can you let me know if I'm doing something wrong, or if the instructions just need to be updated? Thanks!

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    Nicole - Community Manager

    you're welcome!

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    Maher Asmaael

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

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    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. 

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    Wes Drury

    @Jennifer - I will never tell but I may or may not have had a very small part on Brenda's HC :-)

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    Wes Drury

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

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    Nicole - Community Manager

    Thanks for sharing, Andrew. That's definitely an interesting way to do it! I'm going to pass that along to our dev team. 

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    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. 

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    Tanya Sawyer

    @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?

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    Sharma

    Hey guys,

    Not sure if I am at the right place. Anyway, asking it here. :)

    I am trying to retire some really old community posts. Is there a way I can see all community posts in "date created" order?

     

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    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.

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    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.

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    Sam

    Is it possible to for end users to post comments to community posts without signing in or even providing an email address? 

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    Jessie - Community Manager

    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. :)

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    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

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    Jennifer Rowe

    Haha, I knew it Brenda! And I agree, Wes is the best. We've actually got him busy on our HCs now!

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    Jennifer Rowe

    Wes, are you saying that because you worked on Brenda's HC!? Haha. Caught you. :)

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    Storm Arthur

    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?

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    Nicole - Community Manager

    Hey Tiffany - 

    Glad you got it sorted out! 

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