Managing community posts

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99 Comments

  • 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. 

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  • Andrew McIntyre

    Nicole, thanks for all your help.

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  • Nicole S.
    Zendesk Community Team

    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. 

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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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  • 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?

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  • Nicole S.
    Zendesk Community Team

    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

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  • 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?

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  • Janine Kolasinski

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

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

    Please advise. 

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  • Nicole S.
    Zendesk Community Team

    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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  • 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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  • Nicole S.
    Zendesk Community Team

    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!

     

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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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  • Stephen

    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 :(

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  • Nicole S.
    Zendesk Community Team

    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!

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  • Nicole S.
    Zendesk Community Team

    @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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  • 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,

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  • Nicole S.
    Zendesk Community Team

    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. 

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  • 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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