Staying on top of Help Center contributions?

7 Comments

  • Jessie Schutz
    Zendesk team member

    Hey Joel!

    Sorry about the delayed response here. I wanted to make sure I had plenty of time to give you a thorough answer. :)

    As of right now, Help Center and the Agent Interface don't necessarily talk to each other very well. As you observed, you can manually create tickets from posts and comments in Help Center, but this feature was created so that posts or comments could be escalated as needed, rather than as a way to manage all posts and comments. Because the tickets would have to be added manually, it's really not a sustainable way to deal with that content.

    What I do here at Zendesk is what you suggested at the end of your post. There's a dedicated Zendesk email address specifically for this purpose, with it's own inbox and everything, and that email address is subscribed to everything in the Help Center so notifications of new Articles, Comments, and Posts are received there.

    I have filters set up so that notifications from parts of the HC that I'm not responsible for bypass the inbox completely, but are still available if I need them for some reason. These filters also add labels to each of those notifications so they're basically sorted by Topic (Zendesk API, Zendesk Betas, User Groups, etc).

    All the things that are within my purview land in the inbox, and the unread notifications are how I know what needs to be dealt with for the day. I use a series of labels to indicate what action was taken on a post, whether I'm leaving it for the Community, a Moderator answers, I sent a ticket to Support, etc. I use the "stars" to mark posts that I need to come back to later.

    Once upon a time, there were a few different people who would help out with Community posts, and the labeling system worked really well to show what was dealt with and what still needed attention. Those folks have moved on to different roles in the company so they're not able to assist anymore, but I still use the system to keep track of everything for myself.

    Of course, the ideal would be to have the ability to manage all of this from within the product. Our Help Center team is very aware of the need, and there's a lot of conversation about whether posts should create tickets, or if they should be managed in some other way. Until such time as we're able to determine the best way to move forward, though, this system actually works really well to keep tabs on everything.

    That's general outline of how I do my daily work in the Community. Please hit me up with any questions you might have about how I handle specific scenarios and whatnot. :)

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  • Joel Hellman

    Thanks Jessie for that incredibly helpful answer, gave me lots of valuable insights on how things work and ways to deal with it! 

    The filters and label approach seems particularly useful; we have Outlook in our business which can do labels and filter rules, and I'm guessing you are working in some email client with similar capabilities. I just noticed how the formatting of the email notifications makes setting up this kind of filtering really straightforward. 

    I share your ideal here too :) Would definitely love to track the updates through Zendesk, so even if a post/comment is delegated to another group, we could still use SLAs and have main team track status to see what is done and what's left. And of course, how nice it would be to read the full description&history, and to respond without having to jump into the HC. 

    How do you handle that the user should following everything on the HC? I mean as content are added you'd need to make sure this user starts following that new content.  

    Do you set aside a special agent for the purpose of being that subscriber, or are you using an end-user for this? I considered that as an end-user they might not have complete access to subscribe to evertying, in case there are updates to restricted content. I guess I would rather not spend a license on it, if it could be avoided. 

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  • Jessie Schutz
    Zendesk team member

    We use Google Apps, so I work right out of Gmail. :)

    The community email address is an end-user in Zendesk and has it's own login, so I log in as that user to subscribe to whatever is needed.

    The email account follows everything at the section and topic level, so I only need to worry about subscribing when a new section or topic is added. This happens very, very rarely, so it's not really an issue at all. Of course, if their Help Center is going to have new topics or sections added frequently, that'll make maintenance more tricky so they'll need to account for that.

    The community email address doesn't need access to agent-only stuff, since that content belongs to our Documentation team and I take care of end-users. Plus I have access to it through my own user profile, so if I REALLY need to do something in there I can.

    For sections or topics that are for end-users but are restricted by tag or org, I just make sure that the community user profile has all the right tags and stuff so I can get at what I need.

    Let me know if you have other questions!

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  • Bart

    I am a bit late to this party Jessie Schutz

    So has this been implemented in any way? 

     

    Also is there a way to subscribe as an agent to all new posts / comments that appear anytime so that we can jump on top of them. You mentioned that you can get these to an email - but where do you set this email, or how can you set it so that all posts / comments get sent to a specific email / agent?

     

    Thanks!

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  • Brett Bowser
    Zendesk Community Team

    Hey Bart,

    If an agent would like to receive email notifications any time a new post is created or a comment is added, they'd need to follow the topic. More information here: Help Center guide for end users

    Let me know if you have any trouble setting this up!

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  • Bart

    Yeah, was hoping to simply have it automatically appear in my inbox for all new posts / comments rather than go to the post to follow it. Almost like an auto-subscribe to the whole section.

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  • Brett Bowser
    Zendesk Community Team

    Hey Bart,

    There wouldn't be a way to set this up natively. If you want to auto-subscribe, you'd most likely need to use the API to do so. Here's a similar guide that may help point you in the right direction from one of our Community Moderators: Automatically have new users 'follow' a help desk section / page

    Let me know if you have any other questions!

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