Announcing the new Community for Help Center Follow

Comments

33 comments

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    Josh Greenwald

    It's awesome to see the Community product evolving. I'm excited to see where this goes. There is a ton more that can still be done with Community.

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    Anna Voege

    We're looking forward to launching our Community next month. This upgrade is perfect timing for us.

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    Jessie Schutz

    @Josh - I had the good fortune to spend some time with Deepa and the rest of the Help Center team a few weeks ago, and we agree there's lots of potential. We're excited, too!

    @Anna - Happy to hear it! Please let us know if we can help at all. :)

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    Aaron Hundt

    Extremely excited to see an API for Community! Well done!

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    Pete Bratach

    "To learn more about all the new features, [[see our documentation]]."

    Is this the doc you meant to link to? https://support.zendesk.com/hc/en-us/articles/213151677-Upgrading-to-the-new-Help-Center-Community

    Thanks!

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    Jessie Schutz

    Good eye, Pete! I'll have our Docs team take a look at this right away!

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    Anna Voege

    @Jessie that would be great! We plan to launch our community next January.

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    Birgit Pohl

    Hm. I clicked the link, because it said there are NEW community features. :D

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    Josh Greenwald

    It is exciting to see the start of this evolution. A robust community offering is something that many of us have been waiting for. Do you have any plans to add marketing type automation functionality to community? There are some really interesting things that you can do for engagement by adding rules around notifications, badges, etc.

    This would certainly be a compelling reason to switch to Zendesk for Community forums. Also, this is something I could discuss in more detail outside of this thread if easier.

    @Jennifer any thoughts?

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    Deepa Daniels

    Hi Josh,
    Yes we are definitely on the road towards a more robust community product, and have new features and functionality in the works. I would be happy to schedule a short discussion with you to hear more about your problems and ideas you can reach me at deepa@zendesk.com

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    Nancy

    Any changes with Community localization?

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    Josh Greenwald

    That would be amazing to see. It's a little complex at the moment. A cleaner CMS that accommodates local versions would be welcomed!

    @Jesse I'm supposed to speak with Deepa in a few weeks. Looking forward to it!

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    Ryan Paredez

    Seems like it would be cool if you could tag people in these comments

    -- also excited to see this new Community V2

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    Quan Vu

    Is there a way to display agents' job titles with each comment? Just scrolling past Deepa's comment showing her title of "Product Manager", that would be a nice touch to add to our community as well.

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    Jessie Schutz

    Hey Quan!

    One of our Moderators, Samantha, wrote a tip on how to accomplish this!

    Hope that helps!

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    Carolyn Clancy

    Has the ability to see who is following topics and posts been made available yet?

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    Deepa Daniels

    Hi Carolyn,

    This is not currently available in the product but you can get this with the API. 

    As an agent in the browser if you go to "https://{subdomain}.zendesk.com/api/v2/community/posts/{post_id}/votes.json?include=users" for a given post, you can get the JSON representation of the users who voted.
     
     

    Hope that helps a bit. :)

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    Corrin Duque

    @Deepa or @Jessie

    Thanks for putting this article together.  Are the following available in v2 of Help Center?

    Badges for specified Community Contributors (i.e. Community Moderator Badge)?

    • We would like to be able to do something similar with our Help Center for "Power Users"

    Agent Badges:  

    Thanks in advance for the help!

     

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    Jessie Schutz

    Hey Corrin!

    User badges still aren't native to the Help Center at this point, but Samantha's tip (which you linked above) will get it done for you in V2!

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    ESB.TSB

    Is it possible to make a page where all the users in the community are listed and grouped based on their organization? So as an end-user you can see all the other end-users in the Zendesk community.

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    Jessie Schutz

    Hey there!

    I'm fairly certain that it's not possible to do that, but I could be wrong! Your best bet would be to check out the API endpoints for the Community and see if there's anything there that might help you.

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    Kumar Shaktik

    How do I enable the Community in my Help Center? Never used it before!

     

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    Nicole Relyea

    Hey Kumar - 

    Community is turned on by default within the Help Center for Professional and Enterprise users - you'll find the checkbox under General > Help Center Settings > Features. If you're on the Essential or Team plan, you'll need to upgrade in order to have access to the Community feature. 

    Assuming you're on the Professional or Enterprise plan, if you're not finding the link to your community, first, check to see if it's been disabled (to disable the Community in the Help Center, you would follow the steps outlined in this article). Another possibility is that if someone customized the design of your Help Center, they may have inadvertently removed the link. 

    Let us know if this helps, or if you have additional questions. 

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    Ed Ball

    Is there a way to limit the number of characters a customer can input?  There currently does not seem to be a text limit on posts and this can get quite unruly very quickly.

    If there is not, is there way to hide part of each message and maybe have it show a truncated version of the post and a View More link to open the rest.

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    Ryan Paredez

    We've officially launched Community over at SwiftKey and a few things we've already noticed

    1. Not being able to merge posts creates too much duplicate content - over time, this will cause loads of extra "junk" to sift through
    2. You can't resize images that are posted. This can make threads harder to scroll through and read

    I would really really like to see the ability to merge threads though. 

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    Jessie Schutz

    Hey Ryan!

    You are definitely not the only person who'd like to see post-merge functionality, myself included! There's a long-standing thread on this very topic in our Product Feedback forum...I'd definitely recommend that you head over there to add your vote and use case to the thread.

    The post has been around for a very long time, which I know can be disheartening, but the Community part of our product has gone through many iterations over the years and some those changes have been inspired by feedback from our customers. Our Product Managers see all of those posts and comments (even though they can't always respond), and take that feedback into consideration when planning their roadmap.

    In case it's helpful, I'll share the process I've put into place to manage duplicate posts in our Community. It's kind of labor-intensive and by no means foolproof, but it has worked pretty well so far.

    • Search for any other threads that might be duplicates, and open them up in new tabs so they can all be updated.
    • Review each of the threads to determine which one should be considered the main thread. 
    • In each duplicate thread, add a comment pointing readers to the location of the main thread, and make it the Official Comment. This will boost your comment to the very top of the comment thread, so future readers will see it right away. (Note: if a duplicate post already has an Official Comment, you will need to edit that comment to remove the "Official" designation first.)
    • In the upper left-hand corner of the original post click Post Actions, and select Edit.
    • Add [Duplicate] to the beginning of the Post Title so it reads [Duplicate] <Example Title of Forum Post>, and click Update.
    • Click Post Actions again and click Close for Comments

    Hopefully that's helpful! Let us know if you need anything else.

    P.S. I've been a SwiftKey user for a very long time and I love it! :)

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    Ryan Paredez

    Thanks for the pro tip Jessie, I have shared it with my Moderation team, that seems like a solid plan (while I hope with my fingers crossed this feature can come).

    Glad you like SwiftKey. Always makes me happy to hear a praise from a community member.

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    Kumar Shaktik

    Thanks a lot Nicole. 

    So I could use the community when I sign-in using my company credentials. But when I login using my personal account to our website, not able to view the community. How do I make sure all my customers have the access to the community?

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    Jessie Schutz

    Hey Kumar!

    The first thing you'll want to do is check to see if your Help Center, which contains the Knowledge Base and the Community, is in set-up mode. If it is (you'll see a blue bar across the top that says so), your Help Center isn't live so your end-users won't be able to see it. Before you flip the switch and activate it, though, you'll want to make sure that it's all set up the way you want. You can find more info on setting up your Help Center here: Getting started with the Help Center.

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