Managing community posts

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26 Comments

  • Peter F

    Hi, is there a way for the creator of the original post to mark their question as answered. I want to avoid having moderators and managers mark every post as answered. 

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  • Dave Dyson
    Zendesk Community Manager

    Hi Peter, at present there isn't a way for an end-user to mark their own post as answered. I can understand how that could be helpful though, so it'd be great if you wouldn't mind adding this idea to our product feedback topic for Gather: Feedback on Gather

    We've got some tips here on how to write an effective post: How to write an effective feedback post

    Thanks!

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  • Timur

    Hi Dear Zendesk community.
    As I understand, there is no way right now to create a ticket automatically when comments are posted.
    Doing this manually is really taking time from our support agents.
    We want to receive all the tickets in one channel.
    Added the same comment in feature request.
    If you have any workaround on how we can realize this, I will be super thankful for your advice.
    I even tried to create 2 mailboxes and use next schema 1st mailbox is subscribed for an article and comments and have redirection to 2nd mailbox, 2nd mailbox have a redirection to Zendesk main email address but looks like this is not gong to work, since notification are being sent for the same Zendesk domain.
    Really waiting for this feature. Did the same comment and upvote in your Feedback dashboard.

    Warm regards,
    Timur



    2
  • Artur Figueiredo

    Is there any way we can move a message only instead of the whole post? I mean if I want to move a message and make it a new post, or merge into another post, is there any way to do it? Thanks!

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  • Brett Bowser
    Zendesk Community Manager
    Hey Berteli,
     
    Welcome to the Zendesk Community! 
     
    As it turns out, there's no way to move just the comment of a post at this time. You can only relocate the post to a different topic. 
     
    As for merging posts, this is something our product managers are currently looking into so I would recommend following our Announcements page for new releases :) 
     
    Let me know if you have any other questions!
    3
  • Amanda Kissinger

    I can't find in any of your documentation how we are alerted when a user posts in the Community/Gather. I also can't seem to find a way to create an alert using Zapier, as it seems there's only zaps available for support tickets and not community posts. In a real world scenario, how is a Community moderator supposed to know if someone posts? Keeping this page open all the time is not an efficient or effective use of time. And if we have to manually check for new posts each and every day, that could mean hours and hours before someone responds. Thank you in advance your response.

    2
  • Robert Brown

    I am looking for the same thing. I did receive an email alert for a new post, but it would be nice to be able to filter for unresponded posts.

     

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  • Bryan Hilton

    Where do you see who is following Posts in Gather Community Forums?  Also, are these followers noted by user, agent, admin?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Bryan, I'm afraid you'll need to use the API in order to get a list of who's subscribing to a given post, using the List Post Subscriptions endpoint.
     
    You can get the data via your browser, by plugging in your subdomain and the id of the post (the number present in the url of any post). The data returned will be a list of subscriptions; each one will contain a "user_id" field that identifies each user. But you'll need to look up each user individually to determine the role. If you go to a user profile in Support or your help center, you can plug the user ids from the subscription information into the urls of those pages in order to see each user. Alternately, if you want to build a script, you can use various User API endpoints to get the role information for each user: Users
     
    I'm sorry there isn't an easier way to do this! For visibility to our product team, it'd be helpful if you could post to our Feedback - Community Forums (Gather) topic, using this template to format your feedback. That way other users can add their support, via upvotes and additional comments. Thanks! 
    0
  • Jacob Erly

    Is it possible to change how tickets created from KB comments are created, such as having additional tags or being assigned to specific groups? 

    I would also like to second the feature request of automatic tickets from comments. 

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Jacob,
     
    You can make a trigger using Ticket is Created and Channel is Help Center, and then Add tags and/or set the Group in the actions of the trigger: see Creating trigger updates for ticket updates and notification and Trigger conditions and actions reference for more information on building triggers.
    0
  • Elana Rao

    Is there a way we can manage all the content generated by users in a queue? For example, like the articles in the Guid. Also, can we manage the end-users who had ever posted or commented on the community so we can award them the badges but not click into every user's profile?

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  • Dane
    Zendesk Engineering
    Hi Elana,
     
    As it turns out, converting community posts to tickets is currently in the roadmap. As of the moment, we don't have an actual launch date yet. You can always check our Zendesk page to be aware on all the updates and improvements on our products.
     
    In addition, the only option to add badges is to add them manually on the user's profile. Our Product Managers are already aware of this need.
    0
  • Eman Elsherif

    Hi, 

     

    Is there a way to remove/hide the "in this article section" menu thats on the right side.

    It is covering the article guide content causing issues with readers navigating through without the menu hovering over as you scroll through the page.  

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Eman,
     
    If you go to your Guide theme and edit the code on your style.css you can alter the following code block:
     
    /* Sidebar navigation that collapses on mobile */
    .collapsible-sidebar {
    flex: 1;
    max-height: 45px;
    overflow: hidden;
    padding: 10px 0;
    position: relative;
    display: none;
    }
     
    I tested by adding display: none; and I no longer see the sidebar you're mentioning when viewing an article.
     
    Let me know if that's not what you're looking for!
    0
  • Ryan Frye

    Hello, 

    Is there a way to export Community posts via API? Also, is there a way to set notifications when a status has changed on a post, to email any users that have voted or commented on it? 

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Ryan, welcome to the community!
     
    You can export Community posts via API using the Show Post endpoint: https://developer.zendesk.com/api-reference/help_center/help-center-api/posts/#show-post
     
    There's not a way to set notifications when the status has changed on the post, so the best way to keep voters and commenters updated is to add a comment to the post -- this will send email notifications to anyone who is subscribed (following) the post, and anyone who votes or comments on the post is automatically subscribed (unless they click the Unfollow button to unsubscribe themselves): Following content in the KB and community to get notifications
    0
  • Ryan Frye

    Hey Dave, 

    Thank you for the help! One other question:
    1. Is it possible to add tags or possibly something else to boost searching or searching defaults? 

    Thanks! 

    0
  • Dane
    Zendesk Engineering
    Hi Ryan,
     
    You can use labels to influence article search relevance.
     
    Hope this helps!
    0
  • John DiGregorio

    Is there a way to disable comments when a topic is posted.   We want to use this for enhancements and do not want customers adding comment - we just want them to upvote and down vote

     

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  • Nicole Saunders
    Zendesk Community Manager

    Hi John - yes, you can just close the thread for comments. When a post goes up, simply click on the gear icon on the right side of the post and select "close for comments." Users will still be able to vote, but not comment on the post.

    0
  • John DiGregorio

    Nicole Saunders Hi Nicole  - maybe I wasn't clear.   When a post goes up it could take a moderator several days to close for comments.   I would like the system to automatically set new posts to close for comments - thought there might be code to do this or a setting.

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  • Peter F

    hi John DiGregorio, in theme customization you can disable comments to KB articles. To my knowledge, this is global and cannot be applied per article. 

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  • Julia DiGregorio

    Peter F this is for posts not knowledge.   We wanted people to add a post and have other users vote on it but not comment.   The issue with comments is people can vote on them and it adds it to the total for the post - so IMHO it is not accurate 

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  • Francisco

    Hi there, 

    Are "set statuses" visible to users? Is there a recommended way to label posts for internal use. For example, a member of our team can go back, filter by the status, to then review at a later time.

    Best,
    Francisco

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  • Sally Anne Dishong

    For some reason, over the last few months, I've stopped receiving email notifications for user comments moderation on articles in our three Help Centers. Instead, the user comments on articles have been put into the Community Moderation area and I have no way to dismiss them or approve them from there. We do not have any communities set up on any of our Help Centers, so I don't understand how or why this has happened. Below is a screenshot of what I see in one of our Help Centers. Can you please help me with this? How can I approve or dismiss these comments from the community moderation area? Thanks!

     

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