Managing community posts

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102 Comments

  • 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    Is "how to style pinned posts" out of date?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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  • 우지은

    great

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  • Tiffany Mayo

    How do you add the topic description to the community topic list?

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  • Nicole S.
    Zendesk Community Team

    Hey, Tiffany - you should be able to find the information you're looking for here: 

    Managing community discussion topics

    Let me know if that helps or if you have any further questions!

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  • Tiffany Mayo


    Hi Nicole. this wasn't exactly what I was looking for...if you look at the Zendesk community home page it includes the topic title and title description. My community only shows the title on my topic list page...how can I make it show the description?

     

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  • Nicole S.
    Zendesk Community Team

    Hey Tiffany - 

    It's something that should just work. Do you have any custom code running that could be interfering? 

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  • Tiffany Mayo

    Hi Nicole, 

     

    No I didn't implement any custom code, I turned the communities on, and it's always looked like that.

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  • Tiffany Mayo

    Hi Nicole, 

    I found the found that was missing... I was missing this line of code for some reason - 

    <p>{{excerpt description}}</p>

    https://developer.zendesk.com/apps/docs/help-center-templates/community_topic_list_page

    Thanks!

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  • Nicole S.
    Zendesk Community Team

    Hey Tiffany - 

    Glad you got it sorted out! 

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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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  • Nicole S.
    Zendesk Community Team

    Hey Sharma - 

    Welcome to the Zendesk Community! 

    Go to your community and click the arrow to the right of "Community Topics," and select "Show all posts." From there, you should get a dropdown that allows you to select "Sort by newest post." Then you'll just have to go to the end of your list to see your oldest post. 

    It's not the most elegant, but it should get the job done. Let us know if you have any additional questions! 

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  • Sharma

     

    Thank you, Nicole!

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  • Nicole S.
    Zendesk Community Team

    you're welcome!

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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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  • Nicole S.
    Zendesk Community Team

    Hi Sam -  

    I see that this is your first post - Welcome to the Zendesk Community!

    To answer your question, users must log in in order to be able to post or vote. They can, of course create an anonymous account with whatever email address they wish, but the platform does require users to log in to post or vote.

     

     

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  • Carlos

    Hi, if someone vote in Community topic and makes a comment, where can I see the notification of that? I can't see the option in Guide Main Panel.

    Thank you.

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  • Nicole S.
    Zendesk Community Team

    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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  • 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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  • Nicole S.
    Zendesk Community Team

    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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  • Jennifer Rowe
    Zendesk Documentation Team

    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

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  • Nicole S.
    Zendesk Community Team

    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. 

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  • 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

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  • Nicole S.
    Zendesk Community Team

    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? 

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  • 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

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  • Nicole S.
    Zendesk Community Team

    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! 

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  • 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

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  • Nicole S.
    Zendesk Community Team

    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? 

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  • 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

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  • Nicole S.
    Zendesk Community Team

    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! 

     

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