Adding labels (e.g. tags) to posts

25 Comments

  • Christian Colding

    Hi Brenda,

    It's not something we are currently working on, but we've seen the request before. Great to see you've created it here. I've moved it to our Product Feedback topic, so that others can comment and vote on it.

    1
  • Brenda L.

    Thanks Christian!

    1
  • Larisa Moore

    We miss the ability to tag threads in the Community, as we could in Web Portal! This was a helpful feature for us when multiple threads were created about a broken feature, because we could then easily find all the threads to update them when the feature was fixed. We just fixed some things that had been broken for a few weeks and agents are having to scroll through all our many threads to find which ones to update.

    3
  • Michael Jardine

    It seems really strange to me, to not have labels for community posts. How else can we build a knowledge base?

    2
  • Christian Colding

    Hi Michael,

    I am curious about your latest comment. You write that you need labels in Community to build a Knowledge base. At Zendesk we usually differentiate between Community and Knowledge base as two distinct features/products, so I am wondering how you think labels in Community would help you to build a better Knowledge base?

    1
  • Jennifer Robichaux

    We're in the process of restructuring how we handle feature requests internally. As part of this process, our Product Team would like to be able to tag community posts with IDs that relate to tickets in our developers' queues.

    As far as I know, the only way to have this information searchable right now would be to add a note to the original post. Since the IDs are nonsensical to our users, this would be a very clumsy solution.

    In short - it would be great for us to be able to tag community posts and have those tags concealed from end-users. Thanks!

    6
  • Michael Jardine

    HI Christian, let me give you an example of our needs. Maybe I am not fully understanding how the product works:

    We collect information from our customers in the form of their help desk tickets. We also collect feedback from them - particularly now, at the beta stage of a new product. We have asked them to just send us an email with their comments, because we have found that some people are hesitant to 'ask stupid questions' in an open forum. So we are collecting both feedback, and genuine issues/questions, in our ticketing system.

    What we would then like to do is tag each ticket with the specific issue or category that it refers to, so that we can a) get a visual on which issues are most problematic, and b) start to convert those issues into either "Fixes" or "Explanations".

    We have used zendesk macros in the past for creating quick responses (these are particularly helpful for our agents who are not fluent in English) but those become unwieldy unless there is some integrated way to organize them.

    I think this also speaks to Larisa's comment above, which we too would find very helpful.

    1
  • Mark Fly

    This exact ( well almost) function used to be in place with the old Web Portal and was extremely useful when providing feedback to our development team. We find ourselves with hundreds of articles we have to manually edit content on. This, as Jennifer stated previously, is very clumsy and ad-hoc.

    Was this an oversight by development?

    Is there anything on radar to address this?

    What is the best workaround?

     

    1
  • David Rubinstein

    Is there an update on this? 

    As we are working on building our community for product feedback, this feature is crucial for our Product Managers to be able to tag product feedbacks and also prioritize.

     

    I would tag this as |community_posts| |very_important|.

     

    @Christian can you please update?

    3
  • Stephanie Westbrook

    +1 for the option to be able to add labels/tags to community posts. We just launched a Product Feedback section and labels would be a great way to let PMs easily filter for posts related to the areas they manage vs. us having to try keep an updated list of which posts are related to their area of focus. 

    1
  • Peter Andersen

    I would love this too. Have the exact same issues as all other great users here.. :-)

    Hope zen dev team will do some great magic super soon ;-)

    1
  • Kristin Town

    Tags would be super helpful. It would allow our posts to be organized without having to have different "topics." Also, since we support essentially 3 different products, it will allow us to quickly differentiate between the posts that apply to one or all three of our products. 

    Thanks!

    0
  • Reshma Patel

    +1 for this.  I have the same need/request. I hope this is something you get added. 

    1
  • Sean Needham

    +1, We'd like this feature too. 

    0
  • Mark Fly

    We have been without this much needed feature for over 3 years now after using it successfully in the old Web Portal. It is very unfortunate that the only option is to utilize the API to accomodate the needs. 

    Is tagging , or some other form of it, going to be added to Community or not?

     

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    EDITED 9/12/18

    Update: We have received word that development on the Communities platform may be reopened in 2019. 

    __________________

    Hey Mark and Sean,

    Unfortunately the answer to your question is no. There are no plans to further develop the Community platform at this time. 

    For more info, check the thread "What is the future of Zendesk Community

    0
  • Dana Creal

    +1 for this.  I have the same need/request. I hope this is something you get added

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    Thanks for adding your voice, Dana. If you haven't already, please be sure to use the voting arrows on the original post. 

    0
  • Oscar Junker
    Zendesk Product Manager

    Hey everyone, my name is Oscar and I am the Product Manager for the Zendesk community product. 

    I am aware of this request and have included this thread as well as individual feedback we have gotten in my research.

    I definitely expect that we will make improvements to adding tag/labels and organizing content - but we currently do not have it on the short term roadmap so I can't give any specific timeline.

    I will keep this thread updated - in the meantime please continue to vote and voice your opinion, it does genuinely matter. 

    0
  • Mike Davis

    Thanks for the update, Oscar. We are just getting our feet wet with Zendesk Community and definitely would like to voice our desire to have this ability.

    Thanks!

    0
  • Bhanu Gandham

    Hi,

    Any progress on being able to tag posts? If not, does anyone have a customizable workaround?

    0
  • Dasha Gurova

    +1 Tags for community posts! :)

    0
  • Kasper Sørensen
    Zendesk Product Manager

    Also see the Enable Additional Status Categories post. Very similar.

    0
  • Maggie Ungerboeck
    Community Moderator

    Hi All,

    Wanted to add my use case to this request as tagging posts would be a huge benefit to our organization. We'd use it for two purposes:

    1. To help in searching. A post may be about credit cards for example but the actual title nor post actually mention credit cards because it's about a processor. Right now, that post doesn't get returned if someone is looking for credit card information. Would be great to easily tag posts so that it can be returned in related search results.
    2. To help organize posts internally. Our Product Managers use the community to gather enhancement ideas but the enhancements for their specific product could be in several different forums. Right now, those enhancements just get lost. If we could tag them with a product and the PM could filter posts in the back end to get a list of all posts for that product......wow, that would be amazing for them!

    Fingers crossed this helps build the case for the need for this functionality!

    Thanks,
    Maggie

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    Thank you for taking the time to share your feedback, Maggie. :) We'll be sure to pass this along to the product manager.

    0

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