Awarding Gather badges

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25 Comments

  • Alejandro Colon

    @...

    How do you automatically award the badges as referenced in the following link?

    https://support.zendesk.com/hc/en-us/articles/360045691013#topic_gvh_dmx_qlb

    An example achievement might be Top Contributor, awarded when a user has posted or commented over 100 times, or a Key Tester achievement that is awarded when a user gives feedback in an early access program.
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  • Kasper Sørensen
    Zendesk Product Manager

    Hi Alejandro Colon,

    We don't yet have a built-in automation for that, so I think we should update the documentation with a better example :-) You can certainly expect us to further build out the applicability of badges, including automation. I see this release as a foundation for more and more engagement features in Gather. For now it is just manual badging and REST API which enables more advanced use-cases, as well as scripting and such. This helps a number of use-cases but other cases will be addressed later.

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  • Ryan Mackenzie

    Hello team,

     

    I've enabled the gather badges like it shows in the other article, and added a dozen or so badges. I've also followed the steps here, but I still don't see any option to award badges to users. I've created a dozen or so badges and enabled them here, but don't see anywhere I can award them when selecting a user's profile. 

    Am I doing something wrong? Is there something that could be causing this that isn't mentioned?

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  • Kasper Sørensen
    Zendesk Product Manager

    Hi Ryan Mackenzie,

    It can be one of two things:

    1. You need to enable badges under Gather settings. Sounds like you did that.
    2. You haven’t updated your theme. You can either use our Copenhagen theme based example, or you can customize on your own. Instructions for both options are in here.
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  • Dj Childs

    HI All,

    Does the capability to bulk update badges exist?

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  • Kasper Sørensen
    Zendesk Product Manager

    Hi Dj Childs,

    No, awarding badges is done individually at this stage.

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  • Kings Wild

    So, I have badges installed in my Gather, but when I click on a user's profile to find the "award badge" button I don't see it. Maybe I'm looking in the wrong area. 

    I thought if I click on users name on a comment the profile page auto opens up correct?

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  • Kasper Sørensen
    Zendesk Product Manager

    Hi Kings Wild,

    Did you check my recommendations above to Ryan Mackenzie? I think you have the same situation. It can be one of two things:

    1. You need to enable badges under Gather settings.
    2. You haven’t updated your theme. You can either use our Copenhagen theme based example, or you can customize on your own. Instructions for both options are in here.
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  • Kings Wild

    Sorry about that! I totally found the above explanation literally right after I posted my question. However, after editing my code the badge still doesn't display on the user profile name, instead, the badge name displays next to the user profile name.

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  • Rona Yang

    Hi All - I'd like to know if eventually awarding badges will be tied to salesforce/the profiles from support. For example, in salesforce we track if someone is a certified user, that checkbox is added to their profile automatically from the zendesk to salesforce integration. Will I be able to easily create a rule that adds a certification badge to users with that checkbox in the UI. OR will that always have to be developed through the  API? 

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  • Rona Yang

    Kasper Sørensen any idea when badging automation you described above might be live? Will that be a separate EAP?  I'm just not sure i want to roll out badging until these features allow me to award it more easily. 

     

     

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  • Kasper Sørensen
    Zendesk Product Manager

    Hi Rona Yang,

    The Salesforce-Zendesk integration could potentially use the new badges EAP to make awarding badges via that channel easier. The API is an enabler for automation, but it obviously doesn't give you automation on its own. Within Zendesk we already have some ways of automating many tasks related to tickets and users, and our customers also leverage several additional add-ons and integrations for the same. There's nothing I would love more than just reusing some of those existing mechanisms, which is also why we're not jumping in to start adding our own n'th way of automating "just" for badges. As you can imagine, it's not a trivial architectural or design decision how to do it, so I cannot say if it will be via another EAP or how we will end up providing automation for badges.

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  • Jenni Ruel

    Hi Kasper Sørensen

    My badges are not displaying next to the user profile. When I click on your instructions above, it no longer displays the information. Can you send me an updated link?

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  • Kasper Sørensen
    Zendesk Product Manager

    Ah yes, since the EAP closed, that post was turned into a part of this article:

    https://support.zendesk.com/hc/en-us/articles/216367358#topic_tg5_cqx_xmb

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  • Shivani

    Hi Kasper Sørensen , I've enabled the badges and my theme is updated, I still don't see the badges. Pls help.

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  • Kasper Sørensen
    Zendesk Product Manager

    Hi Shivani

    Maybe you can try with the latest Copenhagen theme to verify whether it is a problem with your theme or with setting up badges in Guide Admin?

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  • Maggie St. Clair

    We have a theme that is created by Lotus Themes. I have been working with them to get the code in so that we can award badges. I have award two badges to one of my customers that is a moderator. I am trying to verify that all of the code was updated properly. Should the badges show up on their posts/comments that were created in the past or do I need to wait for him to add a new post or comment now that I have awarded a badge? I am not seeing it on their old posts so trying to determine if there is an actual issue or not. If any other users have some insight I would greatly appreciate it.  

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  • Kasper Sørensen
    Zendesk Product Manager

    Hi Maggie St. Clair

    This sounds like an shortcoming of the theme then. If the user has been awarded badges, and they are not appearing, that's then because the theme is built to not show them.

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  • Maggie St. Clair

    Thanks, Kasper. I will reach back out to Lotus Themes. 

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  • Maggie St. Clair

    Kasper Sørensen, so I just went back in to grab some screenshots and now I do see the one title badge shows but only for the original post and not for the comment. Does it require different coding to show for comments as compared to posts? I removed my customers last names from the screen shot but I can promise you that the Ryan user is the same person with the same log in. As you can see he has the badge for his original post, but it is missing when he later comments again. Do you still think this is an issue with the theme or that something isn't loading properly? 

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  • Kasper Sørensen
    Zendesk Product Manager

    Hi Maggie St. Clair, yes the theme developers can decide how much or how little to include badges. From the theme developer's point of view it is a piece of user information, like the avatar or the user's name, which they can decide to include or not.

    For comparison, you could try installing a clean Copenhagen theme (on a test account / sandbox if you don't want to disrupt your live theme) and compare with that.

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  • Maggie St. Clair

    Thanks for the recommendation to add the Copenhagen theme. I did that and now see what the badges should look like. Now I can better explain it to the theme developers so they can fix it. Appreciate the quick responses and assistance, Kasper Sørensen.  

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  • Brianne Reinhardt

    I want to use the API to automate some badge assignments based on some facts about a user's community stats. I have some javascript working in a test theme, but if I were to make this live my API token would be exposed. Does the Zendesk team have any recommendations for utilizing the API right from within Help Center theme without exposing the token for POST requests?

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  • Eric Nelson
    Zendesk Developer Support Team

    Hey Brianne,

    Unfortunately we don't as we recommend not using your admin api token within your help center codebase. Would you be able to give me more information on the community stats you're basing this off of? We may be able to come up with a solution that doesn't need to live within your help center.

    Have a wonderful day!

    Eric Nelson | Manager - Developer Advocacy

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  • Brianne Reinhardt

    Hi Eric Nelson!

    Yeah, I absolutely don't want to use my token within the codebase. Community Stats: We have 4 badges related to post count, 3 badges related to comment count, 4 badges related to subscription type/count, and 2 badges related to vote type/count.

    For example, for posts: Whenever a user submits the post form (without errors), we GET the user's post count and compare it to some pre-determined criteria (1st post, 5th post, etc.), and if they meet that criteria we POST the badge assignment for that user. Right now it's pretty simple, but in the future we may want to also delete badge assignments as users "level-up."

    Comments, subscriptions, votes work similarly with different triggers and criteria obviously.
    The GET can be done without a token since end users have access to their own stats, but the POST can only be done by an admin obviously.

    Thanks for your help!

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