Creating community moderator groups

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12 Comments

  • Mirek Kokeš

    Hi @...,

     

    How can I create these labels?

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  • Brett Bowser
    Zendesk Community Manager

    Hey Mirek,

    If you have Gather on your account then you can enable badges as mentioned here: Enabling Gather badges

    I hope this helps!

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  • Mirek Kokeš

    Hi @...,

    Thanks for the info, I thought this is part of a different feature. All set, thanks.

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  • Mirek Kokeš

    Hi @...,

    I have another obstacle I am facing.

    Community moderators (signed-in end-users, not agents) seem to lack some features when compared to agents.

    1. Community moderators don't have the option to set the post status to "Planned/Not planned/Completed", see this screenshot showing direct comparison of an agent's view vs moderator's view. Is this by design? Or can this be somehow resolved so that the community moderators have all the statuses available.
    2. Agents or community moderators don't have the ability to delete their comments or comments from other users. See this screenshot showing agent's view - there is no "comment action" button which would enable deleting the comment

    Thank you.

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  • Brett Bowser
    Zendesk Community Manager

    Hey Mirek,

    1. This is expected behavior as moderators will not be able to access all the post statuses that would normally be available to regular agents on the account.

    2. Moderators won't be able to delete posts completely, however, they should see an option to hide a post for moderation. I'm not seeing the options icon that normally shows up for moderators. Can you confirm there were no Guide theme changes made on your end that would remove this option next to the comments?

    Let me know!

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  • Mirek Kokeš

    Hi @...,

    Thanks for getting back to me.

    1. Understood.

    2. We use custom theme for our Help Center. 

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  • Mirek Kokeš

    Hi @...,

    Would you be able to point me in the right direction regarding point no 2 please? How can I restore this in the custom theme? Thank you.

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  • Brett Bowser
    Zendesk Community Manager

    Hey Mirek,

    This article goes through how a user can hide a comment/post for moderation: Managing Community Posts

    If this option is not showing up in your custom theme, then you may want to get your developers involved to troubleshoot further. I'm afraid I'm rather limited on what I can assist with from my end regarding custom themes.

    Hope this at least points you in the right direction!

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  • Brianne Reinhardt

    "Guide managers can create moderator groups for the community so that designated agents and end-users can manage community activity." I'm assuming Guide managers means the Guide Admin privilege? Unless it was just a glitch with our account - our account admin had to upgrade my privileges from Support Agent to Support Admin to see Moderation activity and create Moderator groups, even though I could access everything else in Guide. I don't even serve as a support agent, so giving me full Support Admin access to Zendesk was not necessarily desirable. Not sure if this is expected behavior, but seemed strange that as a Guide Admin I didn't have full admin access to everything in the guide regardless of Support level privileges.

    If it is expected behavior, and not unique to our account, I think it's important to also mention that a Guide Admin + Support Agent can't access this specific feature, they instead have to be a Guide Admin + Support Admin.

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  • Brianne Reinhardt

    Can someone explain to me how the "approve pending content" feature is supposed to work? When moderators in my moderator group have this privilege, then one hides the content for moderation, it goes into the moderation queue (which they cannot see obviously), and then they cannot approve it. I see the note that this doesn't work for the spam content, but obviously it should work for moderated content. How are they supposed to approve pending content if it disappears from view?

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  • Roxelle Garrovillo
    Zendesk Customer Care
    Hi Brianne,

    I've already responded to our existing conversation through messaging — let's continue working from there. 
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  • Brianne Reinhardt

    As an update to anyone else interested in how "approve pending content" works for moderators: Currently only comments display in the post list with a "pending approval" badge for moderators to take action on. Posts will disappear from view, making approving posts by moderators only possible if provided the direct link to the post. I've made a feature request here if anyone else would like to upvote: https://support.zendesk.com/hc/en-us/community/posts/4411650094106

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