The ability to merge community posts

53 Comments

  • Deepa Daniels

    Hi everybody,

    I can't give you an ETA but we are actively working to enhance functionality in Zendesk Community. We hear you and are aware that this functionality is a need. 

    I hope to be the bearer of good news in the not too distant future. 

    Best,

    Deepa 

     

    3
  • Joe Kindness

    This idea was requested 6 years ago. It is still being requested today. You at least need to let us know if you are even considering adding it. It's such a simple feature.

    2
  • Rochelle Yoshida

    We have thousands of feature requests, many of them duplicates. It's so tough to actually know what our customers want from our software when one request is spread out amongst 10 different posts. Please add the ability to merge topics and tally the votes. It would give our product team better insight and allow more sanity for our documentation team.

    2
  • Oscar Junker
    Zendesk Product Manager

    Hey everybody,

    this is currently a feature we are looking into implementing. Current implementation would be closing one thread and referring it to the new one, totaling the votes. This would not merge the comments on one page but would refer all users to a single source of truth post. 

    If you have any feedback on this, please let me know.

    - Oscar, Product Manager for Community. 

    2
  • Katy W.

    Yes, please add this feature! This becomes especially important when attempting to track the number of votes each feature request has accumulated on our Community. Thank you :)

    1
  • Tara

    This feature is desperately needed for our group. I'm having a hard time justifying to our mgmt team why we keep the zendesk products without this basic functionality that it is severely lacking. do you have a planned ETA that we can look forward to this, since it was earlier commented that it was going to be released in 2012!

    ideally we would prefer comment be moved over as well but i can see the logic behind people wanting to maintain those threads independently. 

    Our key points that would be most important to us:

    - mark the thread as duplicate & link to the original thread (not in the comments but at the top where it's visible)

    - carry over all of the votes (not counting duplicate votes from people that voted on both)

    - once a thread is marked as duplicate, people can no longer comment or vote on the thread.

    *on that note we would REALLY REALLY also like to be able to see who voted for each thread*

    1
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Nick - 

    Thanks for the feedback! 

    Here's how we "archive" posts at Zendesk: 

    1) Create a topic called "Community archive" or something to that effect

    2) Set the visibility of that topic to managers (in our case we actually created a segment of agents it's visible to) 

    3) When you want to archive a post, move it to that topic

    This effectively removes it from end-user view without completely deleting it. We also put [ARCHIVED] in the beginning of the title, so that when agents in that segment do a search and those posts pop up, they know it isn't an active one. 

    Hope that helps! 

    1
  • Larry Deckel

    Agree -- I am trying to consolidate feature requests (where multiple users essentially requested the same thing), so the comment threads are integrated - and voters only see the feature request once (so the votes aren't spread around variants of the same idea).

     

    Right now - I don't see any way to do this :-(   (Other than to delete a topic, and painstakingly cut and paste its contents into another).

    Merge tickets works great.  So why not extend this to forums?

    0
  • David

    Yes, we could REALLY use a smartly designed feature request merge functionality. One that would allow you to combine the original requests, the comment threads, and the vote totals. It would obviously take some manual work to merge the comment threads in an intelligible way. 

    Here's one simple way of doing it. It's not pretty, but it would allow us to keep our feature request forum much more compact.

    Before Merge


    Request1

    Comment1a

    Comment1b

    Comment1c

    etc...

    5 votes


    Request 2

    Comment2a

    Comment2b

    Comment2c

    etc...

    7 votes


    After Merge:


    Request1

    Comment1a

    Comment1b

    Comment1c

    Request2

    Comment2a

    Comment2b

    Comment2c

    12 votes


     

    0
  • Maya Shoval

    adding my +1 to this request. Ability to merge tickets is crucial, not just for ideas, but for questions as well. It's pretty disappointing that this feature has not yet been implemented.

    0
  • Jack Harris

    Dealing with duplicates is taking up quite a lot of time for us as we try to keep the forum tidy. This would make it so much easier as currently we're leaving comments asking people to add their vote to the topic posted prior to theirs instead.  

    0
  • Spike

    We definitely need this as well.  We are actively using our feature request forum and it's getting quite large. having multiple posts with their own "me too" votes will make it difficult to prioritize these requests.  

    0
  • Diego Mariño

    This is also crucial for us to keep our forums tidy

    0
  • Zeena

    Hope you guys move forward with this. It would help even if it were to direct the duplicate to an original post.

    Thanks

    0
  • Larry Deckel

    This approach would work for us.  At least it allows us to close down one thread, and properly redirect people.  Even if search took you to the closed topic -- you'd see the link to move forward with the conversation.

    If you have a nice visual way of showing that a forum topic is 'closed' and redirecting to a new topic to continue the conversation, people would quickly understand the protocols and not be confused.

     

    Perhaps an email notification to subscribe to the new topic (if they were formally subscribed.)

    0
  • Carlos Botero

    Indeed, this feature is very useful, either the "merge topics" or the "Mark as duplicate" that Jake suggested

    Btw, you could use it yourself for this case for instance ;-) http://screencast.com/t/oTbv9iS3x  and ar 2 votes to this threat from that one, hehe.

     

    I would go for "Mark as duplicate" and perhaps would keep the topics separated so comments make sense as Jake mentioned. I would just add "automagically" any vote on the duplicate to the original topic.

    0
  • Will Pender

    this "mark as a duplicate" idea sounds like a great feature.  Looking forward to seeing if this rolls out in 2012.  hopefully the first half.

    0
  • Joanne Webb

    This is a must have for us to migrate completely to ZenDesk - any time-frame - please, please, pretty please?!

    0
  • Steve Orenstein

    Any update on this?

    0
  • Bradlee

    Any update on this yet? I'm surprised this one is still not done. This is very common with other Idea/Feature Request software. I can see the problem of merging the comments, so what Jake suggested with the marking as a duplicate and linking would suffice (and would be WAY better than not being able to do it). Please get this one done! :-)

    0
  • Pierre Grenier

    Guys, we are re-building the web portal as I write this.  We will look into this functionality when we tackle the community features of the new web portal.

    0
  • Dave Grow

    Hi Pierre, any update on the timing?  It's been about 7 months since the last comment.  This is such a critical functionality for us and we are keenly interested.

    0
  • Larry Deckel

    Same here. I am trying to clean up our many forum posts - and so many of them ought to be consolidated.  We want the same 'merge' feature that's available for tickets. Bringing all the comments together in one place.   (And consolidating whatever votes the topic already has).  Right now there's no way to combine things and keep all the 'me toos' accurate.

    0
  • Shannon

    Agreed! Is this still really planned? We would absolutely love love love the ability to merge topics. We just can't count on our users to search first and post later. Thank you!

    0
  • Donnie Byrd

    I would love to have this feature as well! It looks like we have tons of feature requests but many of them are duplicates!

    0
  • Nina Nikolic

    Agreed +1 for this feature. It's something that's severely lacking from current forum functionality :)

    0
  • Nina Nikolic

    Still waiting for this. I just came across 12 seperate threads in our forums relating to exactly the same bug in the game. The answer should not be to respond to every single one of these separately directing them to one thread and then close them. That's an administrative nightmare. Our staff can't even keep track of which of these topics is the "one".

    0
  • Nina Nikolic

    Good to see it's still planned, though!

    0
  • Szabolcs Daroczy

    After a merge, both requests should stay intact. However, one of them should get all the votes and voting should be closed on the other, while refering users to the other "open to votes" request.

    I really hope Ideas get more priority and first class citizenship in Help Center going forward. Your key competitors have this already.

    0
  • Katie

    Honestly, the only thing our customers care about is that their vote counts. If all of the comments get deleted but the votes are added up, that's what matters. 

    0

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