Creating community moderator groups

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11 Comments

  • Mike Davis
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    We have currently grandfathered into Gather and Community is enabled.

    When I got to User permission, I don't see a Community moderators option, as it states here, I only see User segments and Management permissions.

    Is there something I'm missing?

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  • Nicole - Community Manager
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    Hi Mike,

    If you were grandfathered in and are therefore on Gather Legacy, you would not have access to the community moderator functionality; it's only available to those who upgrade to Gather Pro.

    Grandfathered/Guide Legacy plans will receive the Alias and @ mention features at no additional expense. Alias is now enabled in all accounts and @ mentions are rolling out over the next four weeks.

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  • Mike Davis
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    Thanks for clarifying, Nicole!

    I have a trial version going and one place I am hitting a snag is selecting a moderation segment. I created a segment of staff who are in a certain group. However, that segment is not an option for me and only Signed in Users is available.

    How do I go about getting the correct segment applied?

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  • Nicole - Community Manager
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    Hey Mike - 

    Is it safe to assume that you already went through clicking "Add new user segment" and that's where you built the segment you're referring to? 

    If so, I'd definitely go through those basic steps of logging out and back in, refreshing, etc. Sometimes it can take a few minutes for a segment to populate. 

    Let me know if you've gone through all of those steps and are still having issues. 

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  • Kasper Sørensen
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    Hi Mike,

    I see what's happening here... You created a segment based on staff. But moderator groups are really targeted end users, NOT staff. You kinda always had the ability to grant your staff permissions over the community. But what you can do is define a segment that targets end users with e.g. some specific tag. If you then tag your staff with that same tag, they will get the same privilege. You will also be able to apply the tag to non-staff members though, and they will also get the permission.

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  • Mike Davis
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    Ah, ok. That is what I'm seeing. It worked when I added the tag idea for a users segment base on signed in users.

    That's a fair point about staff having default access that is then further controlled by permissions.

    Thanks for looking into this. Much appreciated!

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  • Kasper Sørensen
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    You're welcome! Hope you enjoy Zendesk Gather!

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  • Jennifer Rowe
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    I just clarified that in this article. I thought we'd already done that, but we hadn't, so sorry about that. Hopefully the clarification will help other users avoid the same confusion!

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  • Nicole - Community Manager
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    Thanks, Jennifer!

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  • Aswin Kannan
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    Does this also add automatic badges for moderators? Or do we still need to play with JS and CSS?

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  • Nicole - Community Manager
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    Hi Aswin Kannan

    This does not yet generate badges for moderators, so the community tip on how to add agent badges remains the only way to do this currently. However, the product team is aware that badges for this purpose would be very helpful and it's on the list of things to add in the future. 

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