'Community' Forum Moderators

Completed

33 Comments

  • Official comment
    Devan - Community Manager
    Zendesk Community Team

    Hello everyone,

    We want to announce that this product feature is now live and a part of Gather! Thanks to everyone who helped drive us to this launch with your feedback, testing, and suggestions. If you have any feedback on this or features unique to Gather, please feel free to post in our new Gather Product Feedback forum. For more information on this live feature, feel free to look into this article detailing all of the new features and capabilities!

    Gather Product Feedback

    Announcing Zendesk Gather

    Best regards!

    Best regards!

  • Cheryl Wetherington

    You have my vote! This is definitely on my roadmap. Our users use our product in so many different ways, it would be great to have Community Moderators for our forums. They often think more "out of the box" than those of us creating the app. Recognition for different levels of moderators would be great too, whether it's a colored star system or personal labels we can apply.

    4
  • Nina Nikolic

    Yes, please! I'd even at least love the ability to give key members of our community some kind of insignia in the forums to let other users know they're important for our community (even if they may not be able to moderate, as such). We were using the Champion functionality in GetSatisfaction for this purpose and it worked great.

    3
  • Patrick Schmidt

    I just sent a ticket into Zendesk to ask about these capabilities. This absolutely should be considered a requirement in order to foster community participation.

    Please update us on potential plans to enable some kind of reward, badge, or label system for top contributors to our respective Zendesk communities.

    3
  • Adam Goolie Gould

    This is key functionality in building community engagement and ownership.  

    2
  • Andrew J
    Community Moderator

    All the way TJ!

    2
  • Eli Winderbaum

    This would be fantastic!

    In fact, we were going to build it ourselves or use GetSatisfaction as they have this as core to their product. Obviously you can't compare the two, but in my opinion this is the last missing piece in creating a True User Community. Our greatest assets, like Zendesk's, are our amazing customers who truly want to help each other.

    For inspiration: http://www.google.com/get/topcontributor/

    2
  • Michael Stone

    +1 !!!!

    2
  • Maria Scarpello

    yup.

    2
  • Amie B.

    +1

    2
  • Ed Giansante

    +1

    2
  • Goran

    Yeah this would be amazing if implemented! +1

    2
  • Joel Mayer

    +1

    2
  • Joris Heuberger

    +1

    2
  • Pixmeo

    +1

    2
  • Emily Jarvis

    Can someone please pay attention to these requests? This was requested almost 3 years ago and I've found 11 requests that are either identical or are requesting very similar changes to the moderation queue. We are looking to whitelist users and not have to approve every single post. If we do approve every single post, then please set up notifications. Also, the ability to have community moderators would help as well. This is not a small request, please see all the other requests...

     
     
     
     
     
     
     
     
     
     
     
    I am so disappointed, especially since Zendesk's own support forums HAVE community moderators... seriously?!
    2
  • Mark Wang

    I agree with everyone here. +1

    1
  • Scott

    +1

    I posted in another thread about this entitled "Introduce a new level of access - Moderator". 

    1
  • Andrew J
    Community Moderator

    Hello Emily - just to clarify one point of confusion.  As community moderators we do not have any greater power than you do I believe.  The community moderator badge are able to be replicated on another site, I think by tagging users and with some mods. We do have access to a private forum and if we see something that needs deleting etc., we leave a message there for the ZD staffers.

    I think that what ZD has as community moderators is replicable in any Zendesk instance - excepting the lowest plan.

    Also, there have been quite a few changes over the past 3 years with the new 'Help Center' - which gives the options to moderate content that wasn't possible before.  That said - an EMAIL when there is new content would be fantastic!

    1
  • Maggie St. Clair

    This is just one of the many reasons why we are having to look at other software for our Community. It would be wonderful if Zendesk would put some effort into the Community but based on the lack of answers to some very minor enhancements, it does not appear that this is a priority for them. Now that we have started looking at other providers we see just how much the Zendesk Community is lacking, but with a little bit of focus they could quickly be on par with others. It is a shame really, as it would be so great to have our Support Site, Knowledge Base and Community all in one place.  

    1
  • Oscar Junker
    Zendesk Product Manager

    Hey everyone,

    we are doing some research around this feature(and others) early next year, and would love to have some of you participate.

    You can sign up for a session here: https://calendly.com/zencommunity/usability-testing-scoping-of-new-community-features 

    Let me know if the provided time slots does not work for you.

    Looking forward to talking with you! 

    1
  • Mark Wang

    Yes, we've replicated the Community Moderator badge.

    But I think people want the moderators to have the ability to lock, delete, and/or edit peoples posts like most other forum software without giving them full access to our Zendesk setup. 

    Basically an additional role in Zendesk would solve this problem. A permission level between Admin and User.

    0
  • Scott

    @Mark Wang - exactly! ZD needs a new role for moderators with the proper permissions you describe.

    0
  • Andrew J
    Community Moderator

    Agreed - it would be good.  

    However this would pretty much allow you to have STAFF using forums instead of tickets and not having an agent license - probably not something Zendesk want to encourage.  

    If your moderators are of true value to you, invest in a ZD license - restrict their access to a non-used agent group, but give them forum rights :) You get what you want, and ZD get what they want.  If you have light agents (Enterprise) you could use free light agents for this I think.

    0
  • Scott

    @Andrew - the problem with your suggestion is that grants Community Moderators the right to edit KB articles which is something we don't want. Community needs to be managed separately from official help center articles.

    0
  • Andrew J
    Community Moderator

    Hello Scott, yeah I see - that makes sense.

    Does the advanced role permissions options for the enterprise plan offer any options around this?  We're not on enterprise.

    I agree this would have some merits - possibly not for us, but highly configurable roles would be tremendous.

    0
  • Christian Colding

    HI Scott and Andrew,

    I just wanted to let you know that it's not currently possible to get very granular around who can edit what. We basically have one role in Help Center called a Help Center Manager which gives access to everything - also on the Enterprise plan. You can read more about roles in this article.

    On the articles side of things, we are planning to change access restrictions so you can specify exactly what can be edited by whom (if anything). Unfortunately I don't yet know when we'll have this ready, but I wanted to mention that is something that we would love to change going forward.

    0
  • Tim Cambra

    ok its been 8 months whats been done in regards to this? I dont think its right to charge a extra Agent license fee just to moderate something. 

    0
  • Jon

    We're content with paying for community moderators, but not at the full price of a license.  If it were $10/month per moderator, that would be tolerable.  We'd want explicit permission of moderating the Community, but access to nothing else (including Help Center articles).

    0
  • Marylou Scott-Smith

    How do you duplicate the Community Moderator badge?  I would like to be able to identify our moderators on the community pages.

    0

Post is closed for comments.

Powered by Zendesk