Managing community posts

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112 Comments

  • Andrew McIntyre

    @Nicole, I am happy to report that our team's Zendesk administrator figured out a way to automatically ingest (keyword) activity, i.e., a new post or a new comment, on our Community directly into our Agent's tickets.

    I don't have details about the exact tools and workflow she created, but my understanding is that she created a dummy GSuite email address, subscribed to all of the topics in the Community, and then used Gmail scripting to change the Community Activity Email Notification's reply-to address. The latest activity notification in a thread is then forwarded once every hour to our support request email address.

    It has saved us countless hours of work since she implemented the system and it allows us to manage all incoming requests, both tickets and new comments on the Community, in a single place. A major limitation of the system is that agents have to go to the Community to respond but it's much easier than relying on two different tools.

    She is willing to share more details if anyone is interested in learning about what she did.

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  • Nicole S.
    Zendesk Community Team

    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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  • Sahar Padash

    Hi Nicole,

    Any updates on this article https://support.zendesk.com/hc/en-us/articles/215456047-Customizing-status-icons-for-Community-posts.

    We made this change a while back, and I need to go in and update it but need to reference the documentation to do so.

    -Sahar

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  • Jessie Schutz
    Zendesk team member

    Hi Sahar!

    No update at this time...we need to wait until someone is available to revamp the article. I'll check in on it and make sure it's still on the radar!

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  • Lester

    I'm also chasing up the https://support.zendesk.com/hc/en-us/articles/215456047-Customizing-status-icons-for-Community-posts. article

    An old article that needs updating is better than no article at all 

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  • Jennifer Rowe
    Zendesk Documentation Team

    Good news--the Customizing status icons tip has been updated and is available again! 

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  • celine.cossez

    Hello there, 

    Is it possible to know the exact meaning of the existing post's status (planned, not planned, completed) and what are they doing to a post once selected (closing it for comment or post ...) ?

    Thank you !

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  • Mary Paez

    Our Mgt team would like the following metrics on the Zendesk Communities.

    Daily Average Users - By month for past 12 months
    Monthly Average Users - By month for past 12 months
     
    Total # members across all communities
    # members who have never posted
     
    Top 10 customer members w/ # posts and # comments
    Top 10 Veeva members w/ # posts and # comments
     
    Top 10 most popular posts/articles by views
    Top 10 most popular posts/articles by comments
     
    Do you have suggestions on how to gather this information?
     
    If I use the Reporting --> Community, I am limited as to what metrics are available.
     
    Also, for # Views, does that represent anyone accessing a community including bots, internal users, etc.
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  • Mary Paez

    Does anyone have an example of using the API to extract all community posts and output this information into a csv or excel file?  This way we can use pivot tables to manipulate the data to get various metrics on the communities:  # of participants, # posts to each topic, # comments to each post, etc.

     

    When I try to run Curl, I can get the data but cannot figure out how to dump into a csv file for excel to open.

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  • Brett Bowser
    Zendesk Community Team

    Hey Mary,

    Hopefully someone can get back to you with some API examples! In the meantime I've attached our Help Center API Documentation for listing posts on your account.

    Additionally, there's no way to report on Community data within Insights so your best option will likely be to use Google Analytics instead to capture this information.

    I hope this points you in the right direction!

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  • Janiece Caldwell

    is there a way to have the content post to a slack target?

     

    I want to alert our team of a new comment via a slack post

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  • Brett Bowser
    Zendesk Community Team

    Hey Janiece,

    One of our Community Moderators wrote up a tip on how to send new community posts to Slack using targets: Notify Slack when a new post has been added to a community topic (using Zapier)

    I hope the above helps!

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  • Soo Hian

    Hi there,

    I see that there's a mark as spam option for community comments/posts.

    Where does the comment go after it's marked as spam?

    And is there a way to manage, like unmark it?

    Thanks.

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Soo,

    You can manage your spam content from the Guide Admin page as mentioned here: Using the spam filter to prevent spam in Help Center

    Let me know if you run into any issues locating this option :)

    Cheers!

    1
  • Magnus Johansson

    Hi!

    We are running an e-commerce and looking for some community tool per product page. Can Gather be embedded as a comment tool where the product (or page title actually) automatically is set as the topic for the discussion? Kind of like these comments on this page. Or does Zendesk hava another more suitable tool? We are using some of Zendesk's tools already today. We are not looking for a general community tool at the moment, we want it to be connected to the product on each page.

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  • Nicole S.
    Zendesk Community Team

    Hi Magnus -

    This kind of functionality is not available using Gather. What platform are your product pages built on?

    I wonder if you could use Guide, building each of your product pages as articles and leveraging the comment functionality built in there.

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  • Justin Federico

    I don't think I have seen a working solution for this yet but is there a way to close a "topic" for new posts. I have a topic that we have been trying to close but keep the content on the community in a "read only" state. We do not want any new posts, or any new comments on posts, in this topic. 

    We have tried removing the "post" and "comment" buttons but we are still seeing a new post or comment from time to time.

     

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Justin Federico,

    Natively there is no way to close a topic for comments at this time. I would recommend sharing your feedback in our Gather product feedback forums so our developers can consider this for future updates.

    Best regards. 

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  • Meira Farber

    I have some questions about the community, I hope this is a good place to ask:

    1.  Is it possible to add an "add comment" link to the top of the page? OR alternatively, have the comments shown descending starting with the most recent?

    2. How can I use tagging within community posts?

    3. There are no breadcrumbs in the community, i.e. when in a post, I can't tell which topic it was posted into. Can that be modified so that I could see what topic was posted in?

    TIA

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  • Nicole S.
    Zendesk Community Team

    Hi Meira, 

    Thanks for your questions! We do have a Q&A topic in the community devoted to Gather, in the future you're welcome to post there: Gather Q&A

    But to answer the questions you asked here: 

    1. You could probably accomplish this by customizing your theme, but it's not a setting available out of the box. 

    2. There are no tags in community posts, though we'd be interested to hear more about what you're trying to do and how you would want this kind of thing to function. There's also an existing feedback conversation related to adding some kind of tagging functionality to Gather here: Adding labels (e.g. tags) to posts

    3. Breadcrumbs are also something that can be added via theme customization, as we did in our own implementation:

     

     I hope that helps, and let us know if you have further questions! 

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  • Meira Farber

    Thanks Nicole.

    Regarding #2, I want to be able to tag articles with keywords that will come up in search, or would be used for finding 'similar articles'. 

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  • Nicole S.
    Zendesk Community Team

    Thanks for following up with that detail, Meira! Let us know if you have any additional questions.

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