Moderating end-user content

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  • Carrie Doring


    What is the difference between rejecting a post from the moderation queue, and adding it to the spam queue?

  • Dave Dyson

    HI @...,

    Rejecting a post from the moderation queue simply deletes the post. Moving it to the spam queue allows to you delete or approve the post as you could here, but you can also choose to suspend the user and delete all of the user's posts – see Managing your spam queue

  • Magnus Johansson


    We want customers to be able to post comments to Gather via a frontend we build using api. Customers don't need to be logged in, we create the user and then set the author_id in the post payload.

    BUT we want all content to be moderated OR to moderate content filtered by words. I'm currently workin in the sandbox and even if I set all content to be moderated it is not added to moderation queue, it just shows up in the community.

    How would I go about making moderation possible for content created over api?

  • Brett Bowser
    Zendesk Community Manager

    Hey Magnus,

    I'm going to create a ticket on your behalf so our Customer Care team can look into this and see why this content is skipping moderation even when the option is enabled.

    You'll receive an email shortly stating your ticket has been created.


  • Chris Dubois

    What causes a word to be triggered for moderation if it's in the "Moderate Words" list? I have a user who made a post with the word "doc-ument" in it, and it was automatically moderated because of a three letter combination in the middle of that word that is on the sample Restricted Words list.

    Obviously the word doc-ument is common, so trying to avoid having this situation take place. Any advice? Note, I had to add a dash between those letters to even get THIS post to go through without moderation

  • Nicole Saunders
    Zendesk Community Manager

    Hey Chris,

    If you put a word in the moderation filter, it will pull any post that has that word in it, just like the example you gave. So if you put "hell" in the filter, and someone writes "Hello", that post will get pulled into moderation.

    So basically you just have to decide how important it is to filter that word. We ended up putting a process in place to check the moderation filter multiple times per day, knowing that legitimate posts will get caught from time to time.

  • Carrie Doring

    Is there an API that would allow us to send a post or comment into the moderation queue programmatically?  

  • Juraj Jarmek

    Hello Carrie,

    Please note that this is unfortunately not available at the moment, since we do not have APIs that would enable this.

    Have a great day!

  • Shira Rosenfeld

    Is there a way to see User comments that are already approved or rejected?
    For example, if a team member approved comments but did not respond to them, how can I find them?
    Or if I rejected a comment by accident, is there any way to retrieve it and approve it?
    Thanks! Shira

  • Ivan Miquiabas

    Hi Shira,

    You can actually pending approval of comments in In Guide, click the Moderate content (!) icon in the sidebar.
    The User content tab opens by default. Unfortunately rejected comments cannot be retrieved, you may just ask them to post the comment again. More details on this article: Moderating end-user content


  • Marcie G.

    Is there a way we can disable commenting on one section of our Help Center automatically, without having to go through each already-published article and turning off the commenting one by one? And for all future articles written on that section? 

  • Josh
    Zendesk Customer Care
    Hi Marcie!
    Thank you for reaching out to us. 
    Currently, only articles can be disabled for commenting as per our documentation. However, I believe I can see your use-case on this one and it will be good if you can post it to our Product Feedback Page. Our product managers loves to check these and it might be implemented in the future.
  • Andrew Lapidus

    Hi everyone,


    Is there a way to get notified about all user's comments without first sending them to the moderation queue? i.e.: The user is able to post the comment without pending approval, but an admin is still notified that a comment was made?

  • Nicole Saunders
    Zendesk Community Manager

    Hi Andrew, 

    Yes, the admin just needs to be subscribed to the topics or sections they want to receive notifications from. 

  • Jacques van Rensburg

    Hi There
    Is there a way to see who approved a comment?
    Also, a way to see which users are following 'moderate content'

  • Brett Bowser
    Zendesk Community Manager
    Hey Jacques, 

    If you navigate to Guide Admin > Moderate Content > Moderation Activities you should then see a list of content that was moderated as well as who approved/denied that content.
    More information here: Viewing community moderator activity
    I hope this helps!
  • Ryan Frye


    Is there a way to adjust the time interval for content moderation notifications? We would like more instant notifications rather than every 4 hours. 



  • Dane
    Zendesk Engineering
    Hi Ryan, 
    Unfortunately, this window to send notifications cannot be modified.
    More information can be found in Receiving notifications for content in the moderation queue.
  • Sally Anne Dishong


    We don't have any communities set up in our three Help Centers, so all content for moderation is user content on articles. However, I'm no longer seeing the user comments on articles in the User Content area, nor am I receiving email notifications as I used to (because I follow and moderate the comments). These article comments are now appearing in the Community moderation area, and I have no way in there to dismiss or approve the comments. Can you provide any assistance on this? Screenshot below shows what I see. Nothing in User content area, but these article comments are in the Moderation area for communities:


  • Nicole Saunders
    Zendesk Community Manager

    Hi Sally Anne, 

    The content moderation is the same module for both communities and article comments. 

    "Moderation Activities" is simply a list of the moderation actions taken by Guide managers or any users you have given moderation rights to. No actions can be taken from this feed. 

    "User Content" is where you will see any comments that have been hidden for moderation or picked up by the keyword filter. In this space, you can approve, reject, or mark comments as spam. 

    "Spam" is where you will see any comments that have been flagged by the spam filter. 

    What you are seeing in the screenshot that you shared is that those are comments that were approved by the individual you see in the "moderated by" column, and the date they took that action. 

  • Jack Williams

    Is it possible to set certain moderation rules for specific topics? I don't want to have to moderate every comment/post, but I would like to heavily moderate certain areas of the community (feature requests, bug reports, etc.) 

    If not, this would be a great addition.

  • Nicole Saunders
    Zendesk Community Manager

    Hi Jack, 

    No, moderation capabilities do not have topic-specific designations. I think this is a great feature request, though. Would you mind re-posting it in the Gather feedback topic in the community to ensure that the product managers review it? 


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