Question
How can I keep track of new posts and comments in my community so that we can respond to our users and manage the community?
Answer
Zendesk Guide doesn't have an administrative back-end to the community platform. You can see all recent posts directly in your community on the community posts page (see How can I see all the posts made in my community?), but this page doesn't allow any sort of management of the posts. However, below you can find two workarounds to keep track of community activity.
Use an email inbox to track community notifications
- Create an email address to subscribe to all topics in your community.
- Sign in in your Help Center with the email address you want the notifications to go to.
- Go to each topic in your community and select the Follow button on that topic. This sends an email notification of every new post or comment that occurs within that topic to the subscribed email address.
- Use the notifications in that inbox to track everything that's happening in the community.
If you use a Gmail address, the auto filter and labeling options can also be leveraged to mark which posts belong to which topic, and other helpful information.
Build an integration between Community and Zendesk Support
It's possible to build an integration between the Community platform and Support so that you can have a ticket created each time a new post or comment is made in your community. Some customers have internal development teams that are able to do this by leveraging the Zendesk Channel Framework and information available in the Help Center API. Zendesk's Professional Services team has also built out this integration for some users.
Finally, if you want to join the conversation, you can add your vote and leave your comment to the Need Agent dashboard for Community product feedback thread.
5 Comments
Doesn't this article answer this? https://support.zendesk.com/hc/en-us/articles/360036163694?input_string=community+activity+reporting
Hey Patrick,
The article you've linked I would say is more for reporting on how the Community portion of your Help Center is doing. Whereas this article discusses setting up email notifications so you can see when new posts/comments are generated.
Hope this clears up any confusion!
Is it possible to set up new post/comment alerts to slack?
The solutions you have seem very convoluted.
Hi Kristin,
There is no native way to send a new/comments to Slack.
One of the workarounds for this implementation would be to follow all your topics and posts with an external email address, and use the emails received to this address to trigger an API call to your Slack webhook to create a new alert in Slack.
Another way is to have an API call periodically hit the Posts API and Post Comments API to check for new posts/comments, and if there is, hit your Slack Webhook to create a Slack post/alert.
I hope this helps.
Hi JC,
That makes sense, I'll take a look into that.
It would definitely be a big bonus to productise some form of post/topic management area to help moderators and admins stay on top of posts & replies!
Thanks
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