Stefano

Yes, I think that the best solution would be a dashboard where any agents can see the new topics and the topics he is following and someone replied.

If there's no a dashboard now in Zendesk, how can you check if there are some new topics added to one of the community forum present in this website?

If I open a new topic in this forum, who will discover it and how?

Moreover, supposing to have this case: User opens a new ticket and Agent A is following him. User also open a new topic in the community forum and Agent B is following him.
The problem is that 2 agents (A and B) are busy with the same user for the same problem, isn't it?

The question is more simple: I know you're using Zendesk too, so how did you see I opened a new topic? 

In other words: how can an agent monitor all the discussions of the community? 
If this is not possible, I cannot know if a customer that added a topic, get an answer or not.

I see that at the moment an agent can receive notification emails about the topics he is following (not the new ones). An agent (differently to a simple user) should follow quite all the topics, so he would get too many emails... he cannot monitor all the discussions in this way.

If an agent could have a sort of Control Panel/dashboard (similar to the one used for tickets), he could simply view all the new topics or the topics the he is following. 

If I'm sure to monitor all the activities of the community, I can ask all users to ask for support opening a topic and not a private ticket. In this way all the users of the community could help him 24hours a day. If the agent, that monitor all the topics, sees that no answer is given from the community, he can solve it directly or he can decide to change the topic to a private ticket.

This is a very important feature. At the moment I'm only able to use Zendesk for private tickets, and having a community is useless, because I cannot monitor it. 

I hope you can understand what I mean, thanks!

I would like to support a customer by the community forum and not only via a private ticket. Private ticket is visible only from customer and agent.

I'd like the customer to post his question in the community forum so not only the agent, but also other customers or the moderators (= really happy customers) could help him, even when our agents are not online!

This could be possible via ZD, but there's one important thing missing: a dashboard that permits agents to monitor community activities. 

At the moment is not possibile for an Agent to have a sort of a dashboard where he can simply read a list of the community activities, ie new topics or posts added.

Agents/customers can follow a discussion and get a notification email for new activities, but this could not be a solution for an agent because he will have to manage too many posts/tickets (so emails!). 

In a word: ticket and post/topic should be managed in the same way. The solution to convert topics/posts to tickets doesn't work. Other users could need the same answer.

Thanks!