Moderating end-user content (Guide Professional) Follow

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17 comments

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    Chris Rees

    Why create a moderation process if no dashboard notifications or emails are sent to notify Agents or Admins of posts to moderate??

    Without the laborious task of Subscribing to each Forum (of which there can be many), Moderators are completely unaware of posts being submitted.

    I find it difficult to believe that you have such a well padded out message board system without these basic features in place! When can we hope to see this feature implemented?

    Thank you.

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    Ron F

    Please create a way for agents to get notified when a customer submits an article for approval in help center. It would help speed up our content moderation process.  

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    Jessie Schutz

    Hey Ron!

    Can you clarify this a little bit for me? Help Center is set up so that only agents can write articles...I'd like to understand your workflow better so I can maybe make some suggestions.

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    Ron F

    The help center contains FAQ/knowledge base and community. Users can comment on both, but it is the community that I am referring to. We have seen a large influx of spam. We are using the Spam filter/service that Zendesk provides as well as the content moderation feature. This issue is that no one gets a notification when a user submits an comment for moderation. So our agents have to login and check periodically through out the day. It would be nice if we could set up a notification to be sent to a specific agent or group when a user submits a comment. 

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    Jessie Schutz

    Hey Ron,

    Thanks for clarifying that for me. We actually have a thread about this in our Product Feedback forum, which you can find here:

    No doubt you'll notice that the thread is a bit old, and it hasn't seen any new comments in quite some time. All the same, I would encourage you to add your vote and use case to the thread. Our Product Managers see each of those comments, and take customer feedback into consideration when planning our roadmap. 

    The way I handle this particular challenge is to set up a notification on my calendar to remind me several times per day to check our Spam queue. If you have any kind of team calendar or a way to send automatic reminder emails, that could help ensure that your team is keeping an eye on the queue on a regular enough basis that nothing sits for too long.

    Please let me know if you have any other questions!

     

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    Allen Hancock

    Feedback submitted Max.. agents need to be alerted to incoming comments as they happen - moderated or not.

    Also, in ticket #1365374, I was instructed to follow the articles so I could get emails when comments happened.

    Apparently that was bad advice, as the emails only come when non-moderated comments happen. 

     

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    Joe Khedouri

    I agree, we must have notifications when users add comments/input to our help page. It is impossible for us to keep checking the manage page for new content to review. This is very important or we will miss comments and/or delay responses to our customers!

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    Emily Jarvis

    PLEASE Zendesk, add in notifications of the moderation queue or at least add in the ability to whitelist a user and then we only have to moderate the user and not each and every post. It's ridiculous that a company that is focused on customer support would give us the advice to set up a group calendar with reminders to go into the moderation queue. Why wasn't this created from the get go. The Web Portal had the ability to whitelist a user and now the only option we have is to moderate each and every post without notifications to do it? This request has been asked of Zendesk since at least 2013... when will notifications be added to the moderation queue. This is a step back in customer support, not a step forward.

    So disappointed in Zendesk! We are going to be researching other forum providers as this is not acceptable for support.

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    Bernie Thompson

    Why a ticketing system is important: So we can track customer contacts, assign it to an owner to respond in a timely manner, and not lose track of our responsibilities to respond to customers. Zendesk is a good ticketing system.

    Why Zendesk Help Center's design has not been useful to us from day one: customer contacts through help center are not integrated with the ticketing system. Email notification and tracking of the responsibility to respond are essential requirements.

    We've given this feedback to Zendesk several times in written form and to account managers. Zendesk's velocity in delivering features for customers dropped dramatically as they became a public company, and we've lost hope after 3 years of little/no progress.

    We're seeking alternatives to Zendesk which can provide both private ticket and "public" ticket (public forum or public Q&A) functionality in one integrated product where everything that might need human response on our part has a ticket associated.

    If anyone at Zendesk ever wants to get serious about this, we'd be happy to provide input and beta testing.

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    Jessie Schutz

    Hi Bernie!

    I know this can be frustrating; I have the same challenges myself as Community Support Manager here at Zendesk. Our Product team in Copenhagen is committed to making moderation of Help Center content better, although I don't have any timeline available for those features.

    If it's helpful, one of our Community members created an app that will convert Help Center contributions into tickets automatically - it's currently in beta. You can find information about it here: Help Center to Support.

    This app wasn't built by Zendesk and we don't support it, so any questions or issues will have to go through Kiryl and his team. But they've been very responsive to me so far.

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    Bernie Thompson

    Hi Jessie - Thank you for your thoughtful reply!  The "help center to support" app looks like exactly the kind of functionality we need - they were clearly struggling with the same issues -- we'll give it a try. I'm hopeful the ticket integration it provides will be enough to let us to adopt the Help Center and Community features (and switch away from a Zendesk competitor that we've been using for that). Thanks!

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    Jessie Schutz

    No problem! Keep me posted on how it goes for you. :)

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    Elaine Dyjak (Edited )

    Is there a way to moderate all comments to posts, and not just those of end-users.  For example, light agents commenting on articles?

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    Andrew J

    I totally missed the ability to 'follow' the moderation queue until I saw it mentioned elsewhere.  That should help a lot.

    I think it might be good to have this as the default setting that at least one admin is automatically subscribed.

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    Bernie Thompson

    Hi Jessie - As it turns out the "help center to support" 3rd party application never was able to get working, and they've had to suspend development.

    I'm sorry, but this really needs to be a 1st party feature from a company that does ticketing systems.  Zendesk has hundreds of users who have been frustrated for years over this issue of not taking a "ticketing philosophy" to publicly visible support (help center).

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    Nate Legakis

    If you're on the Team Zendesk Pricing Plan, is there no option to moderate comments on Help Center articles?

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    Nicole Relyea (Edited )

    Hey Nate - 

    I'm sorry, I was mistaken in my initial response. Content Moderation is available only on Guide professional, so if you're on Team Support and have Guide Lite, you will not have moderation capabilities. 

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