Managing community discussion topics (Guide Professional and Enterprise)

Have more questions? Submit a request

38 Comments

  • Tobias Eriksson

    Hi!

    Yeah, I would like to have a topic that anyone can view, but only the agents and managers can create posts in that topic. Is this possible? We want to use that topic for news and release notes etc. 

    Of course I can use a section for this in the help center, but would like to have this in the community instead. 

    2
  • Ole Engvoll

    Hi!

    Is it possible to translate the community topics?

    /Ole

    1
  • Ryan Paredez

    Any plans to be able to merge posts? While the relevant topics feature is useful, this wont fully stop duplicate posts.

    To make sure community content stays clean and tidy, merging similar posts would be a nice touch here!

    1
  • Maggie Ungerboeck

    Hi Pavel,

    We use user segments to manage this. We created a user segment for each language and applied the user segment to the appropriate forum. We then tag the organizations with the language so then they only see the forum for their language.

    Thanks,

    Maggie

    0
  • Jessie Schutz

    Hey Ryan!

    I agree with you! :) Our team in Copenhagen is working hard on making our Community features better, but I'm not 100% sure what all is on their to-do list at this point. I'll do some checking around and see what I can find out.

    0
  • Mary Beth

    Thanks, Dan. This did not work, but it does get me closer. Something to play with. Appreciate your efforts!

    0
  • Jessie Schutz

    Hi Tobias!

    If you check out the section above entitled Restricting access to community content, you'll see how you can set up those restrictions.

    Please let me know if you have any other questions!

    0
  • Jessie Schutz

    @Shruti - If you are a Help Center Manager, you can click the gear icon above the regular post and select Close for comments from the drop-down menu.

    @Jen and @Chris - Apologies for the delayed response.

    @Jen, when you say "topics", are you referring to the posts that users add in your community, which can then be commented on? For our purposes, "Topics" are the sections you create in your community, "Posts" are what users create within those topics, and then other users can comment on those posts.

    There isn't a way to close topics to prevent additional posts from being created. You could potentially customize the code for your Help Center to hide the "New Post" button, so users won't have the option available to them...I'm not sure if that would remove the "New Post" button from ALL topic pages or not, though. One of our Help Center gurus would have to weigh in on that.

    @Chris, the Help Center is automatically set up to require login before being able to post or comment. New users will have the option to sign up so they can post and comment, but it's not possible to post or comment anonymously. As long as you don't set up any restrictions anyone can view the content without logging in.

    Please let me know if any of you have any other questions!

    0
  • Jessica Peck

    Heya :) I see that you can customize the 'New Community Post' page within the Theme Editor - is it possible to add custom fields in the Community Posts?  We would like to add another specific field (possibly text entry or dropdown) in addition to the Title, Description, and Topic options....is that possible?  If so, how would I do that?  Thx for any guidance you can offer!

    0
  • Nicole - Community Manager

    Hey Sam - 

    You can move topics around in any order you wish. Go in to your Guide admin, and on the left-hand side click the third icon down, it looks like three boxes stacked up. This should say "arrange content" if you hover over it. Then, click "arrange topics" and from there you can just drag and drop. 

    Just remember to save; the button is somewhat un-intuitively in the upper right-hand corner, and doesn't give you much feedback when you click it. 

    As far as colors and images, that will require code customization. Some of our community moderators are experts with this sort of thing; I'll see if one of them can pop in and make some suggestions for you. 

    0
  • Dan Ross

    Hey Mary Beth,

    In your style.css file in the Guide editor, try adding this to the end. It will hide the button for the image upload, like this. 

    #hc-wysiwyg .wysiwyg-icon-image {
    display:none;
    }

    Hope that helps!

    0
  • Nina Rogers

    How can I access the topics list page? (Not the page to manage the list, but a page with the list as a customer might see it.) Our forums were set up before I was given the job of managing it, and our only "index" is an article that lists and links the topics. I just created a new topic, so obviously it's not in that article, and I need to get the URL. Thanks!

    0
  • Chris Nordman

    Can you allow anyone to view community posts but restrict commenting to logged in users?

    0
  • Jessie Schutz

    Hi Sam! Welcome to the Community!

    I'm afraid that the Community only has the two levels: Topics and Posts. We face a similar problem on our end of things; what we've started doing to combat it is using naming conventions to ensure that it's clear in the Topic title which product it's for, and then arranging them so that like topics are all grouped together.

    You can probably use some custom Javascript to format the Topics page in a way that makes the distinction between products more clear for your users. It's not necessarily ideal, but it's doable!

    0
  • Tobias Eriksson

    I would love an option so I can make agents and managers the only ones who can write in a specific topic. Like your Announcements or have I missed any settings / feature for this? 

    0
  • Maggie Ungerboeck

    Ah, yes, you are correct Pavel - they do have to sign in for the user segments to work. Unfortunately, it doesn't look like you can connect Community Topics to languages for non-signed in users to browse:(

    0
  • Mary Beth

    Hello. Is there a way to hide the image uploader in community posts? We'd prefer our users not upload images.

    Any thoughts on this?

    Thanks!

    0
  • Jessie Schutz

    Hey Tobias, thanks for clarifying!

    That's a bit of a head-scratcher. There's no setting that will allow you to restrict your Community content in that way. You could theoretically modify your HTML to remove the "new post" button from the topic page, but unfortunately that would apply to every topic page, and sort defeat the purpose of a Community.

    It might be possible to hide the New Post button on just one page using some JS magic, but that's outside my purview here in support. Perhaps another member of the Community can shed some light on that for you.

    Otherwise, your options would be to have your Announcements section in the Knowledge Base portion of your Help Center (like ours), or put the Announcements in the Community and just monitor it carefully so you can move any unrelated posts to a different topic.

    Please let me know if you have any other questions!

    0
  • Brett - Community Manager

    Hey Justin,

    As Dan mentioned the Guide/Community templates can have code applied to them. Additionally, you can add HTML to an article from within the source code tab as shown in the screenshot below:

    At this time HTML content cannot be applied directly within the community post editor so your best option will be to apply your code to your Guide theme.

    Let us know if you have any other questions!

    0
  • Mary Beth

    Dan,

    That's perfect. But that also impacts moderators too. So, it's none or all?

    0
  • Sam Watson

    Thanks Jessie!

    Is it possible to customize the order in which the Topics display, or is it only alphabetical? 

    Do you know how to easily change the colours or add any images to the topics? 

    Much appreciated!
    -Sam

    0
  • Stevie

    Hi Team, apologies if I am posting this in the wrong place. But I am looking for a way to manage an unruly beast of Feature Requests posted by our Customer base. Sadly this particular section of our forum has been left unattended, resulting in months/years worth of posts either without a recent response, or worse yet; no response at all.

    I am aware of the filtering I can do inside the Help Center:

    But is my only option to go page by page, post by post, and base my priorities manually? i.e. top priority would be the last page of posts with 0 comments?

    Or is there a fantastical App out there that will sort and group these posts into priorities for me. If anyone has any wonderful hints/apps to help manage an unattended section within the Help Center, much appreciated.

    0
  • Dan Ross

    Hey Justin,

    Zendesk Guide/Community templates can have custom HTML, CSS and JS applied to them, though you may want to consider retaining a web developer or designer with experience in these fields for best results. What you've described sounds very possible.

    If you aren't a Zendesk user yet, you can sign up for a trial and get access to the Guide feature and try it out.  Here's a link to a page of resources that Zendesk provides.

    0
  • Jessie Schutz

    Welcome to the Community, Rahimi! I'm sorry it took so long for us to respond to your question.

    Where are you trying to publish a new topic? Are you working in your own Guide, or are you trying to do something here in the Zendesk Community?

    0
  • Nicole - Community Manager

    Justin -

    Are you trying to use HTML to customize your community or just in a community post?

    0
  • Pavel Ziulko

    Hi Team,

    this was asked before, but I still couldn't find any guidelines as to how we can localize Community Topics. When I add/edit a topic, there simply aren't any language settings. 

    We want topics to be displayed in respective languages depending on the user's locale (the languages we activated in our account settings).

    Is that possible at all?

    Thanks in advance.

     

    0
  • Jen Howell

    is there a way to close "topics" on a forum as you can close "comments" on a topic?

    ie we have set topics in a forum that we want folks to comment on, but do not want any more topics added to that forum 

    0
  • Jessie Schutz

    Hi Virgile! Welcome to the Community!

    Localization of content in the Community doesn't work the same way it does in the Knowledge Base...can you tell me more about exactly what you're trying to do? That will help me figure out the best solution for you!

    0
  • Justin

    Would appreciate any urgent advice. Is it possible to use HTML within Zendesk community? For example, if we want to embed an image and have it displayed centered?

    0
  • Sam Watson

    Hi, 

    Is it possible to create sub-topics at all? Or any other form of layers to filter down to? Different types of communities for example? 

    We have multiple products and would ideally like quite a few topics per product, so having all of these from the main community page would be quite overwhelming. 

    Thanks, 
    Sam

    0

Please sign in to leave a comment.

Powered by Zendesk