Marking best answer for the community

Answered

3 Comments

  • Jessie Schutz
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    Hi Julie! 

    I'm the Community Support Manager here at Zendesk, so I can provide a little insight here.

    The point of any community, support-focused or otherwise, is to foster conversation and connect people to one another as well as provide answers. By removing every comment except the "correct" one, people will feel bad that their contributions have been removed and it'll actually suppress participation instead of increasing it.

    We have tools in our Community product that allows you to mark threads as Answered, and mark a comment as the Official comment. This highlights the useful information for other end-users who have the same question without removing other content that might not be as useful to them.

    Whether or not to close the thread for comments once an answer has been given is up to you; I like to leave threads open so that conversation can continue. People often have follow-up questions or need something clarified and it's easier to put everything into context when those follow-ups are part of the same thread.

     

    2
  • Aswin Kannan
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    Hi Jessie - What are the tools you were referring to mark threads as answered and as official comment? I'd love to try that.

    0
  • Nicole - Community Manager
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    Hi Aswin - 

    These are default controls available in the communities product. 

    To mark a thread as "answered," an admin just clicks the gear icon on the post and then selects "answered" from the drop-down. This will put a flag on the post marking is as answered. 

    Admins also have the option of marking their comment as the "official comment" using the radio button that appears when writing a comment. Marking it as "official" will put a border around it and bump it to the top of the thread. 

    2

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