Moderating end-user content

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43 Comments

  • Genna Gores

    Is there a way to make sure the customer get an email when their community forum post has been approved through the moderation process?

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  • Brett Bowser
    Zendesk Community Team

    Hi Genna,

    There's no way to set up an email notification for when a post has been approved through moderation. I do see how this could be a useful feature however!

    I would recommend adding your feedback to our Guide Product Feedback Forum which will help provide visibility to our Product Managers as well as other users in need of a similar functionality.

    Let us know if you have any other questions!

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  • Gerald Cunningham

    I am not getting an email notification when new content is pending review even though I have followed the correct section. I see this article is pretty old, is there something different that I should do?

     

    Once the content is approved, I then receive an email that a new post has ben posted, I'm just not getting the initial email. 

     

    Thanks,

    Gerald 

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  • Nicole S.
    Zendesk Community Team

    Hi Gerald,

    The article is still current and that functionality still operates. Just to confirm, you are following the content moderation queue? Notifications about content that is pending review will not come in from the Help Center section, but rather the content moderation queue itself.

    The notification you get once the comment is approved comes via the Help Center section.

    If you are following that and still not seeing them, the next thing to do is check to make sure that they're not getting caught in your email's spam filter.

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  • Gerald Cunningham

    Nicole, 

    Thanks for your quick response. We are following both sections the Help Center and the moderation queue. Unfortunately nothing triggered nor do we have anything in our spam. 

    At this point looks like our team will need to continuously check the screen and hope nothing is over looked. 

     

    We tried the "moderate words" option, but we still got hit with a bunch of spam/sales.

     

    Thanks for your help

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  • Carrie Doring

    Hello!

    What is the difference between rejecting a post from the moderation queue, and adding it to the spam queue?

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  • Dave Dyson
    Zendesk Community Team

    HI Carrie Doring,

    Rejecting a post from the moderation queue simply deletes the post. Moving it to the spam queue allows to you delete or approve the post as you could here, but you can also choose to suspend the user and delete all of the user's posts – see Managing your spam queue

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  • Magnus Johansson

    Hi!

    We want customers to be able to post comments to Gather via a frontend we build using api. Customers don't need to be logged in, we create the user and then set the author_id in the post payload.

    BUT we want all content to be moderated OR to moderate content filtered by words. I'm currently workin in the sandbox and even if I set all content to be moderated it is not added to moderation queue, it just shows up in the community.

    How would I go about making moderation possible for content created over api?

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  • Brett Bowser
    Zendesk Community Team

    Hey Magnus,

    I'm going to create a ticket on your behalf so our Customer Care team can look into this and see why this content is skipping moderation even when the option is enabled.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Chris Dubois

    What causes a word to be triggered for moderation if it's in the "Moderate Words" list? I have a user who made a post with the word "doc-ument" in it, and it was automatically moderated because of a three letter combination in the middle of that word that is on the sample Restricted Words list.

    Obviously the word doc-ument is common, so trying to avoid having this situation take place. Any advice? Note, I had to add a dash between those letters to even get THIS post to go through without moderation

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  • Nicole S.
    Zendesk Community Team

    Hey Chris,

    If you put a word in the moderation filter, it will pull any post that has that word in it, just like the example you gave. So if you put "hell" in the filter, and someone writes "Hello", that post will get pulled into moderation.

    So basically you just have to decide how important it is to filter that word. We ended up putting a process in place to check the moderation filter multiple times per day, knowing that legitimate posts will get caught from time to time.

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  • Carrie Doring

    Is there an API that would allow us to send a post or comment into the moderation queue programmatically?  

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  • JJ
    Zendesk Customer Advocate

    Hello Carrie,

    Please note that this is unfortunately not available at the moment, since we do not have APIs that would enable this.

    Have a great day!

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