Announcing Zendesk Gather

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25 Comments

  • Sarah M
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    Is this functionality replacing the Community feature that's part of Guide? If so, what is the migration process? If not, where will documentation about that live?

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  • Brad Marshall
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    Sarah M, it appears that it effectively is replacing it. See their About Gather plan types article. Looks like it is just a rebranding and have to pay for additional features if you are a legacy customer.

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  • Nicole - Community Manager
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    Hey Sarah M - you can find all of the Gather documentation here:  https://support.zendesk.com/hc/en-us/categories/360002299814-Gather

    It's not a completely new platform, rather a rebranding of what was previously called Zendesk Communities, with some additional features and functionality added. It's also now being considered its own product, rather than a subset of Guide functionality. 

    Legacy customers now have access to @mentions and alias at no additional cost. The community moderator functionality is also now available, but does require an upgrade from the Legacy plan to Gather Professional.

     

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  • Jason K
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    Nicole - Community Manager

    In regards to the mentions feature:

    Does the feature have to be enabled if we are using custom theme?

    Will users be notified that they were mentioned?

    Is the name being mentioned based on the alias or real name?

    Additionally, In order to see your name from the mentions list I had to type in "Nicole - C" before you were an available option for mentioning. Is this expected behavior?

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  • Jennifer Rowe
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    Hi Jason K,

    • No, you do not need to update your theme to use mentions. 
    • Yes, the users mentioned will receive email and will be following the post once mentioned.
    • I believe the name being mentioned is based on the alias, if using aliases, or real name if not. We need to double check that and clarify in the docs.
    • Yes, that is expected behavior. We have a lot of users!

    Hope that helps!

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  • Brad Marshall
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    When will mentions begin to work? I have Gather enabled in my site but still cannot perform any mentions.

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  • Jason K
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    Jennifer Rowe

    Thank you for the info! Similar to Brad Marshall, mentions do not work on my site either. Any tips?

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  • Jennifer Rowe
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    Hmm...I believe it should work for you now.

    Make sure user profiles are enabled. You can't use @mentioned if user profiles are not enabled.

    Also, if a user has not yet submitted a post or comment, you can't @mention them.

     

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  • Brad Marshall
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    Jennifer Rowe, ours is enabled and I am trying to reply to someone that initiated the post. It is not working like it is here.

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  • Jennifer Rowe
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    Ok, sorry, Brad Marshall. Then I'm out of ideas. If I found out, I'll let you know!

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  • Nicole - Community Manager
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    Hi Jason  - 

    I see that Jennifer already responded, but to add some further context, mentions are now turned on for all communities powered by Zendesk. It wouldn't be impacted by a theme customization, so yes, it would be enabled in this case. 

    Users do receive an email notification when they're mentioned, and the name being mentioned is based on the alias - i.e. the user name that appears when they post in the community or comment in the KB. 

    And yes, that is expected behavior. Since the population of the list is based on user name, it starts searching all the users with a given name who have created an account in the Help Center and posted or commented before. I suspect there are a number of Nicoles who have accounts, so the "- C" is the first place that starts eliminating the others from the list. 

    Let us know if you have any further questions!

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  • Brad Marshall
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    I'll wait a little longer, but mentions it still is not working for me in my Community/Gather. 

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  • Jason K
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    Nicole - Community Manager 

    Like Brad Marshall, mentions are still not working in our community. We have user profiles enabled. Is it possible that they have to also be set as public?

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  • Brad Marshall
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    Mine are public and mentions still do not work.

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  • Nicole - Community Manager
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    Hey Jason K and Brad Marshall

    We're looking into it. I've raised these questions with the engineering team and will let you know once we hear back. Thanks for your patience!

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  • Nicole - Community Manager
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    Jason K - I have confirmation that yes, profiles do have to be set to public in order for @mentions to work.

    Brad Marshall - still digging into potential troubleshooting steps for you. 

     

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  • Brad Marshall
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    If you want to create my comment into a ticket, I would be happy to provide any additional details.

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  • Kasper Sørensen
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    Hi all, especially Brad Marshall and Jason K - the @mentions feature is being rolled out gradually to Legacy customers over the next couple of weeks. Sorry if this was not clear. We provide it immediately for all paying Gather Professional customers. If you're a grandfathered Gather Legacy customer, you'll get it soon!

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  • Zunaira Elahi
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    Hi,

    Will ZD Gather address the problem highlighted in the following thread?

    https://support.zendesk.com/hc/en-us/community/posts/203448196-Multi-Level-Community-Forums

    This is something we're seriously in need of and without it it's really hard to organise thing neatly on the ZD Community at the moment.

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  • Kasper Sørensen
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    Hi Zunaira Elahi,

    At the moment the Gather launch does not address that issue, no. But it continues to be a feature that we're evaluating.

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  • Lachlan Robbins
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    Pretty disappointing, yet another Zendesk feature sliced off and charged per agent. It's getting increasingly difficult to pitch Zendesk to management as the cost is going up for features that used to be a part of the plans.

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  • Fabian Henne
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    Lachlan Robbins nothing to add from my point of view! Meanwhile I am not wondering why more and more people joining the solution from Freshdesk!

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  • Kasper Sørensen
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    I'm sorry if this is your perception Lachlan Robbins. It's certainly not how we think about it at Zendesk though. Rather we think of it as an investment into an area of our product portfolio that wasn't getting the amount of love that it deserved. We have several customers using the community as one of their main support channels. We also know that there are plenty of customers who would like to go more in this direction. Finally, we have a mission to improve the customer experience, which communities can play a big role in facilitating. They deserve dedication and focus from a team that's committed to their specific product.

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  • Fabian Henne
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    Kasper Sørensen Thanks a lot for getting back to us with your explanation. You are right! The area you invested in deserved to get more and more the focus and attention that is needed to fulfil the mission to improve the customer experience. Also we are focusing since years on our community to enable our users to help each other.

    Nevertheless, if you - as a Zendesk customer - are running the Enterprise Suite plan, which was sold as the biggest plan including all features,  then you expect that we can take advantage immediately of such new technologies. You don't expect that you have to pay more and more on top for these features.

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  • Lachlan Robbins
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    It's fine if you want to improve the product, but Zendesk continues to take out integral components of plans and then charges for the privilege of the same functionality. (E.g. Insights.) If there was a commensurate reduction in the base plan pricing, or better discounting for Agent volume that would be one thing, but as it stands it's just more money.

     

     

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