Getting Started with Zendesk Gather

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15 Comments

  • James Pitcher
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    Can you explain what is the difference between the community section on Guide we have been using for quite some time, and Gather? What are the functionality differences, or is Gather just a rebranding exercise? If the latter, any new features?

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  • Jennifer Rowe
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    Hi James, 

    If you're an existing Guide customer with Community, you are on the Gather Legacy plan. That includes the existing functionality, plus aliases and @mentions. Gather Professional will add community functionality going forward so you can upgrade if you want to receive any new features. 

    This articles has the details: About Gather plan types

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  • Mark Menjivar
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    Jennifer Rowe How does one activate Gather on the Legacy Plan if one is already on it? Is it just the current Guide process with the Gather upgrades?

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  • Jennifer Rowe
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    Hi Mark Menjivar! I'm not sure I understand your question, but I'll try to answer!

    If you were a Guide professional or enterprise customer with an active community, then you were automatically put on the Gather Legacy plan. You should see Gather settings under your Guide settings, with the Activate Community setting enabled.

    If you were a Guide customer but did not have an active community, you were not placed on Gather Legacy.

    Hope that helps! If not, then let us know and one of our community managers might be able to help!

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  • Mary Paez
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    So are the @mentions available now in our community? If so, How do you hide the email address from appearing in the post?

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  • Jennifer Rowe
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    Hi Mary Paez!

    The @mentions feature will be rolled out to all existing Guide accounts with community by the end of October, so I'm not sure if your account has it yet.

    You should not see the users email address in the post, only their name. And the name links to their profile.

    Hope that helps!

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  • Mary Paez
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    Thank you

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  • Dennis Schmidt
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    It appears from this article that you can set up topics in Gather before activation.
    When I log in as Guide Admin, and go to Gather, the only option I have is to activate.

    Do I have to activate before Adding Discussion Topics?
    Thanks.

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  • Kasper Sørensen
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    Hi Dennis Schmidt

    You have to activate the community before you can arrange topics, yes.

    Potential workaround: There is an option (in Guide settings) to Deactivate the Help Center itself which makes it available to only admins. That way you can stage your Help Center before publishing anything.

    But saying that, I also realize that this is not an option if you're already using the Help Center though, and in that case our ability to have you easily stage the community is currently limited. You can remove the links to the community in your theme, and that would allow you to stage the community without anyone noticing.

    I will make sure that the issue here is recorded in our backlog and we'll be looking more into it soon. But I can't give you a timeline for a fix right now.

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  • Sophie McMonagle
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    Dennis Schmidt, I've updated the article to reflect Kasper's comments. Sorry about that!

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  • Chris Tout
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    Looks like the previously free version of Communities (such as the one used in the sandbox) has been replaced by a trial option - which suggests a cost long term where previously there was not.


    Yet another nail in the coffin of having a "representative" Sandbox experience, without having to effectively pay twice!  Disappointing.

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  • Kasper Sørensen
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    Hi Chris Tout,

    Actually this is not intended as a way to make you pay twice. Not at all. The sandbox accounts have not been grandfathered into Gather, but if you reset your sandbox, it will copy over your new subscription settings and then you will have it again!

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  • Chris Tout
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    Hi Kasper,

    Thanks for the information.  So to ensure the sandbox is representative of features in the "live" instance, frequent sandbox resets are recommended?

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  • Kasper Sørensen
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    Chris Tout glad I could help. I don't know if it's a general recommendation to reset sandboxes frequently. It's not so frequent that we launch new products and subscription types, but if we do, a sandbox reset like this is needed.

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  • Sophie McMonagle
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    Hi Dennis Schmidt,

    We have some more news on how to stage a community before you activate it.

    You can work with your community from the Themes page, even if the community is disabled.  I’ve added some instructions to the article explaining how to do this: https://support.zendesk.com/hc/en-us/articles/360034794013#topic_gdj_pqz_ 

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